I am one angry, upset, frustrated, mad and disappointed customer here. The customer service provided by Adobe is completely useless. It became no surprise to me when I did some research in terms of customer service over the internet. There are just more angry customers than happy customers in Adobe. I purchased Acrobat Pro XI and was trying to update and encountered error 1328. The update seems to rollback automatically. From one of the forum response, it appears that the serial number might be invalid. I began to think that's impossible as the box is retail sealed with genuine sticker on the bottom. Like many of you, I search for contact, no phone number or any kind, just chat option out there. The representative said the serial number is not working one, talk to reseller or eBay about it, very very "responsible way" to reply.
As eBay or the reseller did not make the product/serial number, of course they did not know why the serial number is cancelled. Upon searching the internet for quite a bit, I finally got a phone number and called Adobe Customer Care, the other representative said "yes, it(serial number) is cancelled" and I began to ask why? The representative put me on hold for a bit to look up the information regarding the serial number. She came back in 2 mins saying there is no explanation and she cannot explain why it was cancelled. She kept on emphasizing that eBay is not a authorized reseller and nothing can be done. I emphasized that if the serial number is cancelled or revoked there must be reason to it. She said there isn't any explanation or reason why it is cancelled. She told me to scan the genuine sticker and serial number on the box and said will try to escalate to upper level. The next response was " As you have purchased the product from Ebay and Ebay is not an Authorized reseller for Adobe products. So we would like to request you to contact Ebay for this issue." The case closed after that with noway to add new comments unless you called it again, extremely not user friendly. My concern was not addressed at all. So I made another phone call, the other representative was reading the same script again, there is no reason, no explanation, and we Adobe have no idea, but the serial number is cancelled.
I became extremely furious as no reason was given to me why the key was cancelled. I told them no customer on earth would accept such explanation. The explanation (no explanation) is simply to deny all responsibility. I said very clearly to them that as they are the software manufacturer for Acrobat and the serial number came from them, they should have an accurate record of what happened. I asked could it be that the key used multiple times? stolen copy? pirated? fake counterfeit? They said they do not know. The representative appears to be in repeat mode and at the end he gave up and passed to supervisor who was also a repeat of the representative. The supervisor cannot convince me at all and he also gave up and after a long long silent, suddenly another person picked up which is the manager of the supervisor. The manager is also on repeat mode and I said I need to complain this issue and wish to know the department or person who can solve my issue. He said there is no such place in Adobe. (he did not lie) I said Adobe being one of the biggest software developer in the world and there isnt anywhere that I can write or talk to? He said nope. He told me to go to the Adobe website to complain, he told the supervisor to tell me piracy.adobe.com/, it ended up it is and incorrect URL and he told me to try again and later he realized it is a wrong address. He was trying to direct me to Pirated software | Adobe Anti-piracy to report the reseller. The manager thinks I am stupid and doesnt know what purpose does it serve. I asked whether my is pirated and he said he don't have any information about it. I told him that I want to escalate my complaint and not report others. At the end he said sorry Adobe brought so much trouble but he cannot do anything. He told me to buy a new serial number at Adobe.com and see if the senior level could offer any discount. 2 or 3 days later he said senior level would give 15% discount back if I purchased at Adobe.com.
Not only is time consuming to talk to these guys, no solution is given basically. They are not giving me the answer I want. I mean I spent hundreds already and I wouldn't mind paying but at least give me a reasonable answer. I replied saying 1)15% is useless given the USD dollars is so high right now ( I am in Canada) 2) the discount is equivalent to some authorized reseller's price so basically there is no discount 3) I demand an answer for my concern
In the end, Adobe just failed my expectation or "exceeded" my expectation. I believe the copy I possessed is a genuine copy. If it is a genuine copy at the minimum I should be able to use it or get it replaced for a fee. If my copy ends up is a counterfeit or fake copy, I wouldn't even dare to ask for 1% discount. The case is automatically closed but and the manager who emailed me obviously is not replying my email at all and pretending the case is solved. This is indeed not a responsible way to deal with the public. I might be one small potato out there but everyone out there could have their enterprises or business one day. The way how to deal with individuals would not make your business sustainable.
You guys are big out there but even monopolies like Microsoft would not act like that. This is madness.