In short, I've spend well over two hours trying to get help with an issue that should have never happened, but at the worst should have been resolved in about 10 minutes. If you try their chat support, get ready for about 20 to 30 minutes of canned conversation before you even get into the heart of the matter. When I called, I was transferred around, and each time the next person didn't know what the first person did etc. The responses I was given to my issue were continuously speculative and unreasonable. Frankly, I was shocked that this was Adobe!!
Anytime you contact the sales department, they try intently to sell you their Cloud product which is a monthly subscription cost and eliminates the need to upgrade your software. It's expensive! So maybe I shouldn't be surprised when I find that both of the Adobe products that I've bought in the past have problems with the serial numbers when it comes to upgrading. In short, my speculation is that they want to push everyone to the cloud and that is the catalyst for these problems.
Several years ago I bought Adobe CS2. I've installed it, activated it and have used it for years. I now want to install it on my new machine with Windows 7. It seems to install fine and it opens, but it asks for the license again and when I enter it, the error message tells me that the license is either missing or invalid. I called support and after being told several times that this is not a valid number, I was finally told that the software is not supported by Windows 7. I think that is untrue considering it installed and loaded just fine. The problem is only related to the License Number.
I purchased Adobe Photoshop CS3 Extended at Amazon.com in 2009. At that time, I didn't even know that I could purchase it from their web site. Buying from a retail provider is an acceptable practice and I know that Adobe through a large number and a wide variety of resellers. Amazon has a reputation of being one of the most secure, reliable and highest quality resellers in the world. That is why I purchased my software there. If I received the product and had a problem with it, I could simply return it for a full refund. I installed the product, entered the license number and submitted it for activation.
Adobe successfully activated the product based on the number that I provided. Then I registered the product online. I have had to reinstall a couple of times as I periodically reinstall Windows on my machine. The license number and activation has worked every time. If it had not worked when I first received it, I would have returned the product promptly. Because adobe validated the product with the license number that I have, we had reached an accord, and the agreement is fulfilled. If the number I had was not a valid number, then it is their responsibility to make that known.
I have now purchased Photoshop CS6 and want to upgrade. When the installation asks me for my License Number for CS3, I enter it and it says that it is not a valid number. The support teams has now told me that I must purchase the full version of CS6.
I would like them to honor the license number that I have provided to you in the past and has been accepted by you in the past. There is no reason to reject it now. This is simply a ripoff!!! Even if the license number is bad, they are now obligated to it since they accepted it in prior installations.
The way they are behaving, and the way their customer service works is astonishing! They totally suck and they have wasted lots of my time!!