8 Replies Latest reply: Sep 29, 2008 9:23 AM by Neil_Keller RSS

    Poor upgrade/crossgrade policy.

    NotInUse Community Member
      I saw that Adobe is taking pre-orders for CS3.3.

      When CS3 was released there was no package containing both Indesign and Fireworks (other than the Master collection). So I purchased the Web Premium CS3 and then upgraded a stand alone Indesign I had.

      I saw the Design Premium CS 3.3 and the fact that it now contains both Indesign and Fireworks so I was considering the cross/upgrade from the Web Premium just to get everything in 1 package. Acrobat 9 may be nice, but it wasn't my primary reason for considering the upgrade to CS3.3.

      I was expecting the same $159 upgrade -- after all, I already own all the software I'd be getting (except the Acrobat upgrade). To my shock, Adobe stated they want $599 to crossgrade from the Web Premium to the Design Premium. Now, I'd understand $599 if I didn't own Indesign, but I do.

      Adobe really needs to look at a customer history and see that some of us are long time buyers and own many versions. Why isn't there a proper crossgrade path here? And why am I to be finically penalized because Adobe was short-sighted enough to not initially release CS3 with both Indesign and Fireworks, especially since they dropped Imageready.

      Now, I'll wait for CS4 and see what Adobe is willing to do then. The sale for CS3.3 has been lost.
        • 1. Re: Poor upgrade/crossgrade policy.
          I think this is an issue for many people who were in the same position. Like yourself, when Adobe released CS3 I needed InDesign, Fireworks and Dreamweaver, and ended up being forced into purchasing the Design and Web Standard packages.

          Adobe have now shifted the goalposts, and it would be good business sense for them to recognise that this is a problem of their creation... rational sense suggests there should be some kind off cross upgrade path for customers who only purchased multiple packages because of the omission of Fireworks from the original Design Premium
          • 2. Re: Poor upgrade/crossgrade policy.
            on 8/18/08 bought cs3.3 master edu $999.00
            9/23/08 cs4 launch.
            Now the same cs3.3 says free upgrade to cs4
            There is No master edu upgrade.
            cs4 edu same price $999.00
            cs4 non edu master upgrade $899.00
            Less then 40 days and they want another $999.0 to go from cs3.3 to cs4!!

            I wouldn't mind paying a small fee to get cs4, but another $999.00 a month later is a little high!

            How can someone get a message to the big wigs!

            Customer service doesn't seam to be interested!!
            • 3. Re: Poor upgrade/crossgrade policy.
              Community Member
              I tried calling them 3 times yesterday, and got NOWHERE. All I got was put on hold 3 different times, and disconnected each and every time.
              • 4. Re: Poor upgrade/crossgrade policy.
                Community Member
                To All,
                Read my recent posts in the "Complaints on updaters, installers and licensing issues" postings. My latest posting really captures the essence of this issue. Don't expect anything to change.

                As my advise before, start researching and considering other software offerings. Consider why so many diehard windows users (myself included) are moving to Mac OS X in droves. True 64bit performance and Open systems technology. Since moving to Mac OS X, I have not had any (none, nada..) problems with drivers or licensing issues except of course for Adobe products.

                ghedlund
                ghedlund@serendipitousarts.com
                • 5. Re: Poor upgrade/crossgrade policy.
                  I ran into a similar situation when I phone customer service to find out about education upgrade pricing. I was quite surprised to find out that in order to get CS4 I would essentially have to buy the suite all over again -- roughly 6 months after buying the prior version. $1,000 in less than a year pretty much voids the education pricing. The unsympathetic (even rude) representative didn't help the situation any. "Do you know how long CS3 has been out?" he asked. Apparently thinking that as a customer I should have direct knowledge of the Adobe product lifecycle.
                  • 6. Re: Poor upgrade/crossgrade policy.
                    Community Member
                    >"Do you know how long CS3 has been out?" he asked. Apparently thinking that as a customer I should have direct knowledge of the Adobe product lifecycle.

                    When you are buying software that expensive Yes you should know.
                    • 7. Re: Poor upgrade/crossgrade policy.
                      TheAnorak Community Member
                      @Buko

                      possibly true -- but that's poor customer service nonetheless.
                      • 8. Re: Poor upgrade/crossgrade policy.
                        Neil_Keller Community Member
                        Keith,

                        Regardless of whether you are buying software or computer hardware, an HDTV, a specific camera model, a specific car model, a quart of milk, a bottle of wine, a restaurant meal, a mutual fund, theatre tickets, a new suit, etc., a savvy shopper will carefully check it out, right down to (as appropriate) how long the product has been on the shelves, plus reviews, appropriateness for them, and quality.

                        Too many folks will obsess over whether diet Pepsi is better than diet Coke, but will blindly toss hundreds of dollars at software purchases.

                        That said, yes, customer service should be there for your questions and should be able to articulate issues clearly. Adobe (and a number of other software developers) could do better. But independent research is just as important, just as I wouldn't trust the accuracy of everything the car dealer tells me.

                        Neil