I'm so sorry that has been such a bad experience for you.
We will find the right person to sort this out.
With your permission, I can have them contact you directly at the email address in your forums profile.
Community Help & Learning team
That is fine. I've sent numerous emails to as many adobe email addresses that I could find. Sadly I still have to purchase the upgrade or I lose a client, so essentially the money I make on the job I have to spend on this upgrade.
I suppose if Adobe’s strategy is to wear people out by keeping them on hold for hours at a time, then disconnecting them without ever answering the call, you are doing a bang up job. If perhaps you are trying to create an atmosphere where people vow to never again purchase from Adobe, you are batting a thousand. If you are trying to continue to produce world class software on must wonder why you will not fix Creative Suite 5.5.
Adobe has a problem with CS5.5 and I have numerous case numbers associated with trying to get the software installed on our second computer (a laptop used by our interns in our office).
- Jan. 2, 2012
Your Adobe ID
Your Case Number: 0182880491
- Dec. 28, 2011
Your Adobe ID:
Your Case Number: 0182889376
- Dec. 23, 2011 – second call on the same day
Your Adobe ID
Your Case Number: 0182880491
- Dec. 23, 2011
Your Adobe ID
Your Case Number: 0101305995
I have tried numerous times to resolve this problem with Adobde. I’ve tried calling a number that never answers 800-833-6687 which also says, “to avoid waiting on hold, request a callback from the first available agent. You can also schedule a callback for a more convenient time.” Get a grip Adobe, this call back feature doesn’t even work!
Adobe just isn't responding to issues and that makes me agree that they are treating customers like crap. I hope others will post their experiences here as well as on external websites, Facebook, and Twitter.
You can only upgrade InDesign CS5 to CS5.5 if the InDesign CS5 version is a single product and not part of a Suite.
Thanks for reading and offering your help Ann.
I believe I stated that this was a full price educational purchase - not an upgrade. Any suggestions for why a product I paid full price for (and my students worked very hard to raise the money) does not work are most welcome. This is not money we have to just throw away. We needed to have a product that worked rather than cause us the kinds of problems we've endured since Dec. 23rd.
That is exactly how it has been, since at least the release of CS (Creative Suite).
I got bitten by that, when I tried to just upgrade Photoshop. Though I had owned two licenses for just Photoshop, and had upgraded religiously (except for PS version 5.5, not CS 5.5). However, I had purchased Adobe Production Studio CS2 with the upgrade from one of my Illustrator licenses. Because Production Studio contained PS, AI, PrPro, AE and Encore, I had "smurfed" my individual license upgrade path. It was bad news to me, but I just lived with it.
Such is life,
Hi, The Power of One,
I'm sorry this problem has dragged on so long. I've followed up with our customer service team. They will contact you directly.
Adobe Community Help & Learning team
Kirsti, I do hope they will call. My contact with Customer Service was as recent as last Saturday and they said they could do nothing to help. I'm sure you will pass this along to the right person because on my own I've never been able to connect to someone who could resolve this.
Thanks to all who have read my postings and offered help. The motto of our little intern program is The Power Of One and each of you has lived up to that motto by offering your expertise and help. Many thanks.
Customer support will probably not be much help. The only time I got real results was when I filed a complaint with the Better Business Bureau. My issue was resolved the NEXT day! All these outsourced customer service agents are no help. Kirsti has been a help as well. Thank God they have a couple people that care about customer service.
It has been 48 hours and I've had no contact from Adobe except for one particularly irritating email which read:
Your Case Number:0207767198
With this response, we believe your issue is resolved and have therefore closed your case 0207767198. If your support case has not been completed to your satisfaction or you should you need to contact us on this issue again, please reference your case number. You can reopen your case up to 14 days after it has been closed.
How in the world can Adobe just close my case without ever contacting me or fixing the problem?
The irritation continues!
BY THE WAY.... Adobe has also nuked my account as I can no longer sign in with The_Power_of_One.
Message was edited by: BringTheRefreshments
Ah, yes. That's because of the spelling. It's not it's but its customers, you see. gw.
I agree with you totally, I believe that after you pay $500.00 on a product the support should of be free of charge, I had the same experience with Adobe support in order to answer me a question or help me set up some things they want to charge money for it with the excuse of the year of free support is over...I don't care if it's over or not I pay a lot of money to have a product that Adobe don't force me to upgrade because stop working, definitely their customer support SUCKS!
I may explore other products that cover me in the event of any issues with out charge after a year. I have the whole suite of Adobe.