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1. Re: Is it true . . .
Mylenium Sep 16, 2013 10:50 AM (in response to molezeen)Nobody here knows anything about the internals of the support system. You are asking the wrong people.
Mylenium
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2. Re: Is it true . . .
molezeen Sep 16, 2013 11:14 AM (in response to Mylenium)Thank you for answering . . . But my bottom line question was this: Is there an alternative to Customer Support? Oh, I get it, sorry, no one here seems to know anything about whether there is an alternative to customer support (such as Pay/Incident).
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3. Re: Is it true . . .
Noel Carboni Sep 16, 2013 11:45 AM (in response to molezeen)This very forum is your alternative. What is your problem?
-Noel
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4. Re: Is it true . . .
molezeen Sep 16, 2013 3:08 PM (in response to Noel Carboni)Thank you . . . I need to reactive Photoshop. It is a second, backup, installation on a computer that does not have internet connectivity.
When installing or reopening my version of CS 5.5, it does not have any option to click on "I need to activate off-line . . . I cannot connect on-line . . . " nothing that would get me to the dialogue box where I can generate a Response Code.
When I installed Photoshop a year ago, Customer Service walked me through it: giving me a keycode that would bring up that panel, and (if I remember) another code that would produce the Response Code.
Without getting to that panel, I cannot get a Response Code, either to enter into the on-line acitivation process or to give to a Customer Service technician.
I have been trying to get an answer/help since August 30. Today's Customer Service technician said the previous technician had lied to me. And he hung up on me.
Any help would be appreciated.
Walton
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5. Re: Is it true . . .
gener7 Sep 16, 2013 5:32 PM (in response to molezeen)We can help in most instances,but activation. I'm sorry to hear you are having a problem with support. You can try again or rig up a temporary connection to the internet to get activation going.
Given you have not gone forward in 15 days, it might be the faster option.
Gene
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6. Re: Is it true . . .
molezeen Sep 16, 2013 6:14 PM (in response to gener7)A temporary connection is impossible. Period.
Customer Support was helpful before, and in June, I was given a case number to assist in this: to avoid just this problem.
I have asked, several times, and I will ask again, is there Pay/Incident support for this?
Walton
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7. Re: Is it true . . .
SG... Sep 16, 2013 6:19 PM (in response to molezeen)Hi Walton,
I'll see if I can get someone to help you out. Were you given a case number for the Aug. 30th call?
regards,
steve
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8. Re: Is it true . . .
gener7 Sep 16, 2013 6:31 PM (in response to molezeen)Finished chatting with a CSR. Photoshop does not have any paid support plans, but you got an Adobe staff member here, so you are on your way.
Gene
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9. Re: Is it true . . .
molezeen Sep 17, 2013 6:42 AM (in response to SG...)Thank you very much for taking the time to reply and the offer to help:
- June 15: #211 141 171 to give to Customer Support when I needed to reactivate Photoshop
- August 30: #211 404 741 the new case number covering having second tier/expert team contact me with activation procedure
- September 12: #211 434 037 the new number to have Expert Team call that day between 2-5 PST (no call has ever been made to me . . . as I write this on September 17)
The initial case number (was given me to avoid exactly what has ensued. Anything you can do will be greatly appreciated.
Walton
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10. Re: Is it true . . .
molezeen Sep 19, 2013 7:21 AM (in response to SG...)Thank you!
I received a call from a Technical Support Consultant/Creative Cloud Enterprise Support. She was well informed, polite, helpful, thorough, empathetic . . . everything one wants when talking to customer support.
She solved 95% of the problem . . . a little bit is still a mystery, but everything is working, so I am more than satisfied.
Walton
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11. Re: Is it true . . .
SG... Sep 20, 2013 12:28 AM (in response to molezeen)Hi Walton,
Great to hear you were finally taken care of properly.
regards,
steve




