26 Replies Latest reply: Jun 1, 2012 5:37 AM by BKKDon RSS

    Delay in "approval" for complementary CS6 upgrade

    hjrw2012

      On May 10, I received an acknowledgement from Adobe (in India, I presume) since they said

       

      "Your upgrade request is now being reviewed, and if it is approved, we will intimate you via email about the order status."

       

      It is now May 18 and still no word.  A call and a chat yielded the response that I should get an email in 2 days... nothing. 

       

      How long does this process take?  My trial is running and I will soon lose CS6.  I have usually had good service from Adobe, but am now getting very impatient, since there is no information forthcoming.  Putting me off 2 days at a time is not the way to gain loyalty from a long time customer.

       

      Anyone else experience this?

       

      -Herschel

        • 1. Re: Delay in "approval" for complementary CS6 upgrade
          station_two Community Member

          Herschel,

           

          My sense is that such "requests" are just ignored by Adobe.  Seems they expected us to wait until we got the email from them.  a couple of days ago, I received my email and completed the claim process without ever having made a request.

           

          With any luck you should be getting your email (which you would have gotten anyway without asking) in the next few days.  I'm sure they wouldn't have wanted to overwhelm their servers by sending out the email to everyone at once. 

          • 2. Re: Delay in "approval" for complementary CS6 upgrade
            station_two Community Member

            Incidentally, check your Spam receptacle in your mail client as well as your IP's spam box on their web site.  Emails from Adobe have a tendency to end up there because the system suspects they are junk mail.

            • 3. Re: Delay in "approval" for complementary CS6 upgrade
              hjrw2012 Community Member

              Thanks for the replies...  I just received the email a few minutes ago.  I have not tried to use the S/N yet...  But it does seem that they were just taking their time.  It was amusing to see the choice of words initially...  "...we will intimate you via email..."  Still trying to figure out what they meant to say!

               

              Thanks again!

              -Herschel

              • 4. Re: Delay in "approval" for complementary CS6 upgrade
                station_two Community Member

                 

                 


                in·ti·mate 2 (nt-mt)

                tr.v.  in·ti·mat·ed, in·ti·mat·ing, in·ti·mates

                1. To make known subtly and indirectly; hint. See Synonyms at suggest.

                 

                2. To announce; proclaim.


                [Latin intimre, intimt-, to make known, from intimus, innermost; see en in Indo-European roots.]


                inti·mater n.

                inti·mation n.

                • 5. Re: Delay in "approval" for complementary CS6 upgrade
                  Inixen Community Member

                  May 19th and I still havent heard a peep from Adobe, no email. Are they sending them out at differnt times?

                  • 6. Re: Delay in "approval" for complementary CS6 upgrade
                    hjrw2012 Community Member

                    As I mentioned, I received mine this afternoon.  I don't know if it helped or not, but I had called twice and chatted twice over the past 4-5 days to try to find out what was happening.  Today they said something had held up my request but that they had taken care of it...  the email arrived a couple of hours later.  I entered the supplied serial number (from the email) into my trial copy (not the beta, which I needed to uninstall in order to install the trial) and I now show up as registered.  Hope this info is helpful!

                    • 7. Re: Delay in "approval" for complementary CS6 upgrade
                      station_two Community Member

                      Inixen wrote:

                       

                      ...Are they sending them out at differnt times?

                       

                      Yes, they are, through May 25th.

                       

                      As I speculated above, they may be trying to make it easier on their servers.

                      • 8. Re: Delay in "approval" for complementary CS6 upgrade
                        station_two Community Member

                        hjrw2012 wrote:

                         

                        ...I don't know if it helped or not, but I had called twice and chatted twice...

                         

                         

                        It may have, but I doubt it.  I think your turn was just finally up. 

                        • 9. Re: Delay in "approval" for complementary CS6 upgrade
                          Inixen Community Member

                          station_two wrote:

                           

                          Yes, they are, through May 25th.

                           

                          As I speculated above, they may be trying to make it easier on their servers.

                           

                          I was thinking the May 25th would be a "at the latest" kind of thing. But reducing the load on their servers makes sense. Thanks for the replies! Agh, the anticipation

                          • 10. Re: Delay in "approval" for complementary CS6 upgrade
                            station_two Community Member

                            By the way, this applies only to those of us who bought DIRECTLY from the Adobe store.  If you bought from a reseller, then it's up to you to "motivate" said reseller or distributor. 

                            • 11. Re: Delay in "approval" for complementary CS6 upgrade
                              pf22 Community Member

                              station_two wrote:

                               

                              By the way, this applies only to those of us who bought DIRECTLY from the Adobe store.  If you bought from a reseler, then it's up to you to "motivate" said reseller or distributor.

                              Sorry Station, that's wrong. Regardless of whether you purchased your CS5/5.5 from Adobe directly, or an authorized reseller, to receive the Complementary CS6, you deal with Adobe directly.

                              I'm sure Adobe are swamped right now, so it'll take a while, but don't waste your time contacting your reseller, they'll just send you back to Adobe.

                              I work for an authorized Adobe reseller, we are not involved in the complimentary upgrade process in any way shape or form.

                              • 12. Re: Delay in "approval" for complementary CS6 upgrade
                                station_two Community Member

                                In that case, I wonder how Adobe would ever know someone bought CS5 from you during the specified time frame and hasn't registered the product with Adobe?

                                 

                                If I had bought from you, you can bet I would have been on your case if only to motivate you into sending me an email directing me back to Adobe. 

                                • 13. Re: Delay in "approval" for complementary CS6 upgrade
                                  station_two Community Member

                                  Or what about somebody who bought the product from you a couple of years ago but only registered last month?  Would Adobe send him the claim email too?

                                  • 14. Re: Delay in "approval" for complementary CS6 upgrade
                                    pf22 Community Member

                                    station_two wrote:

                                     

                                    In that case, I wonder how Adobe would ever know someone bought CS5 from you during the specified time frame and hasn't registered the product with Adobe?

                                     

                                    They ask for proof-of-purchase... a copy of your reciept, regardless.

                                    • 15. Re: Delay in "approval" for complementary CS6 upgrade
                                      station_two Community Member

                                      They didn't ask me a thing.  They just sent me the email with instructions.

                                      • 16. Re: Delay in "approval" for complementary CS6 upgrade
                                        acresofgreen Community Member

                                        According to the instructions on the German site, if you bought in the Adobe Store, you get an email from Adobe with a coupon code which you can use to order the free upgrade.  You need to provide the order number for the qualifying purchase.  If you bought the qualifying product from a different vendor, the process is more complicated and you must provide a purchase receipt that contains:

                                        • Name and address of the vendor
                                        • Qualifying product and version
                                        • Date of purchase
                                        • Purchase price

                                         

                                        The instructions are not very clear - there are two separate pages, one describing the process if you bought at Adobe store and another page describing the process if you bought from a vendor, but both pages contain information about both cases.  It looks to me, however, like only people who ordered from the Adobe store will get an email from Adode on May 25 at the latest. Customers who bought from another vendor must create an Adobe account and fill out the fields on the page  "Upgrade after announcement of a new product version".  I have no idea where that page is and there is no link to it.  Not very customer friendly.

                                        • 17. Re: Delay in "approval" for complementary CS6 upgrade
                                          Inixen Community Member

                                          acresofgreen wrote:

                                           

                                          I have no idea where that page is and there is no link to it.

                                           

                                          http://helpx.adobe.com/x-productkb/policy-pricing/upgrade-policy-product-announcement.html Could this be what you're looking for? Not sure what locale that page is though. I agree, very hard to find stuff on their website. That's why I bookmark all important pages xD. That's the only way to browse the Adobe website.

                                           

                                          Also, glad I bought directly from Adobe. Reseller process seems a bit convoluted.

                                          • 18. Re: Delay in "approval" for complementary CS6 upgrade
                                            station_two Community Member

                                            In my case, I got the email from Adobe automatically, without requesting it, and it contained a link which took me directly to the web page featuring my order.  There were download buttons there, one through Akamai and another one directly with a browser.  That was it.  No "coupon" of any sort and no proof of anything required.

                                             

                                            I suppose the link embedded in the email already contained a virtual coupon.

                                             

                                            Though I've been an Adobe customer since the early 1980s and the list of my registered products there goes over a couple of screens, the upgrade to CS5 was the very first time I ordered directly from Adobe, even though I could have saved some $20 in taxes and shipping charges if I had bought from Amazon.com.  I'm glad I did it this way.

                                            • 19. Re: Delay in "approval" for complementary CS6 upgrade
                                              Inixen Community Member

                                              station_two wrote:

                                               

                                              I suppose the link embedded in the email already contained a virtual coupon.

                                              Yep, the link supplied in the email takes you to the product page, and if you look in the url there is a "promoCode=XXXXXXXX" addition to the url. (Found out from the troubleshooting page)

                                              station_two wrote:

                                               

                                              Though I've been an Adobe customer since the early 1980s and the list of my registered products there goes over a couple of screens, the upgrade to CS5 was the very first time I ordered directly from Adobe, even though I could have saved some $20 in taxes and shipping charges if I had bought from Amazon.com.  I'm glad I did it this way.

                                              First timer here, so I've currently only got CS5.5 as my first registered product .

                                              • 20. Re: Delay in "approval" for complementary CS6 upgrade
                                                pf22 Community Member

                                                acresofgreen wrote:

                                                 

                                                Customers who bought from another vendor must create an Adobe account and fill out the fields on the page  "Upgrade after announcement of a new product version".  I have no idea where that page is and there is no link to it.  Not very customer friendly.

                                                Here you go. Same link as my mail above.

                                                • 21. Re: Delay in "approval" for complementary CS6 upgrade
                                                  Inixen Community Member

                                                  Quick question. I've heard that Adobe are handing out the emails based on your purchase date. From what I understand, those who ordered earlier get the email earlier.

                                                   

                                                  Support transcript from someone having the same issue:

                                                  Vijay Kanna : No, its not like what you think. The email will be sent automatically according to the date of purchase.

                                                  david: oh i see

                                                  Vijay Kanna : The customer who are eligible according to the date which is much before than the date that you placed with receive the email first.

                                                  david: is there a way to speed up the process? I need to make use of some features available in cs6

                                                  Vijay Kanna : David, as you know this is a automated process according to the date of purchase and we will not be able to expedite this process.

                                                  So, my question is, when did you guys order your products?

                                                  • 22. Re: Delay in "approval" for complementary CS6 upgrade
                                                    acresofgreen Community Member

                                                    Inixen wrote:

                                                     

                                                     

                                                    So, my question is, when did you guys order your products?

                                                    I think going down that road may make people be more concerned than they are now.  There are many Adobe Stores and fulfillment centers around the world, and probably more than one download server. You may be the first person to order in Australia, but the last person to order in the U.S. Who knows how that figures into the computation? 

                                                     

                                                    The time to start worrying is when the deadline for the email passes (May 25?).

                                                    • 23. Re: Delay in "approval" for complementary CS6 upgrade
                                                      station_two Community Member

                                                      Inixen wrote:

                                                       

                                                      …So, my question is, when did you guys order your products?

                                                       

                                                      FWIW, I ordered Photoshop CS5 in the box on March 30, 2012.  Received the DVD, installed and registered the product (CS5) on April 6.

                                                       

                                                      Received the email, downloaded, installed and registered CS6 on May 15, 2012.

                                                      • 24. Re: Delay in "approval" for complementary CS6 upgrade
                                                        station_two Community Member

                                                        acresofgreen wrote:

                                                         

                                                         

                                                        …The time to start worrying is when the deadline for the email passes (May 25?).

                                                         

                                                        Yes, that will be this Friday.

                                                        • 25. Re: Delay in "approval" for complementary CS6 upgrade
                                                          Inixen Community Member

                                                          station_two wrote:

                                                           

                                                          FWIW, I ordered Photoshop CS5 in the box on March 30, 2012.  Received the DVD, installed and registered the product (CS5) on April 6.

                                                           

                                                          Received the email, downloaded, installed and registered CS6 on May 15, 2012.

                                                          Hmm, I should be soon then, I hope. lol

                                                          acresofgreen wrote:

                                                           

                                                          …The time to start worrying is when the deadline for the email passes (May 25?).

                                                          True, I just hope it doesn't come to that. Knowing Adobe though, I probably will get it right on the 25th xD

                                                          • 26. Re: Delay in "approval" for complementary CS6 upgrade
                                                            BKKDon Community Member

                                                            June 1 in Asia and still haven't heard from Adobe ... seems to be a delay somewhere.