I just spent a FRUSTRATING 90 minutes on the website and "Customer Support" chat that went nowhere.
I am working remotely using an old WIN XP machine, and I need to refresh Premiere Pro. I figured I'd download the package and re-install, since the install disks (and S/N) are 1500 miles away. But the S/N isn't listed in my account. My situation: in 2008 I purchased (box version) and registered CS3. Since that time, between the changes at Adobe and my email, all I have is the confirmation note from Adobe that I registered. I don't think they even emailed serial numbers back then. I own CS6, but Premiere Pro needs a 64 bit O/S, so I'm stuck.
Customer "Support" was pretty worthless: after I typed in concise details of my problem, I was told "the product is not in your account". After that, I was told that if I provided the serial number, I could be helped. You know, if you can't get qualified people, why bother? (chat transcript below).
The website said "Contact Adobe" if a S/N was missing or not in my account. But there's no way to contact Adobe.The website goes in circles, and there are no email addresses. I don't have the hours to spend on a phone call to go through what I did with chat.
So. How can I get the ear of someone who could help me, or at least address this problem? I'm sure I'm not the first person this has happened to.
TRANSCRIPT OF CHAT:
*Chat start time* Mar 31, 2015 7:11:47 PM PST
*Chat end time* Mar 31, 2015 7:43:16 PM PST
*Duration (actual chatting time)* 00:31:29
info:Thank you for your patience.
While you wait, you can try our community forums
<http://forums.adobe.com/index.jspa?promoid=JOPCT> where experts are available
24 hours a day, 7 days a week.
info:We are still assisting other customers, thank you for your patience. You
can also try our community forums
<http://forums.adobe.com/index.jspa?promoid=JOPCT>, available 24 hours a day, 7
days a week.
info:You are now chatting with raj.
raj:Hello. Welcome to Adobe Technical Support.
Tex Green:Hi! Did you read my problem? I need to tretrieve the serial from my
CS3 Master collection
raj:Please allow me a moment while I look into your account & verify the details.
info:Your chat transcript will be sent to firstname.lastname@example.org at the end
of your chat.
Tex Green:I can send you a copy of the "Thanks for Registering" email I got when
I registered - but I don't have the original email with the serial numbers.
raj:There is no cs3 registered under your account
Tex Green:That's what I'm saying. I registered in 2008; Adobe has gone through
some major changes since and my info must have gotten lost.
raj:Is it the box product ?
Tex Green:But the disks are 1500 miles away, and I need to do a repair.
Tex Green:I'm working remote using my old WIN XP machine. I'd install my CS6,
but Premier Pro needs the 64 bit OS...
raj:just allow me a moment
raj:the serial number will be on the top of the box
Tex Green:Except I have no access to the box.
raj:I am afraid in order to help you i need to have the serial number of the
Tex Green:This is from teh system info: 13251577375129683654
raj:This is not the serial number
Tex Green:Never mind. If I had the serial number to provide, I wouldn't need help.
raj:To complete the installation of the product it will ask you to put the
serial number, and it is not registered under your account
Tex Green:Close the session. This will get nowhere.
raj:Thank you for contacting Adobe. Good Bye.