Please Help! Question on media provided on upgrade to CS3

[accel...@adobeforums.com]

Hi All

I could really do with some help from other people that have been through the same upgrade process as me, as detailed below, question is at point 4):

1) Originally bought a boxed version of Adobe CS2 Premium, so had full installation disks here.

2) Trialled a downloaded version of CS3 Web Premium, then decided I wanted to buy it.

3) Bought the upgrade to CS3 Web Premium online, but opted for "Ship the box to me".

4) Received a CS3 Web Premium box, but I don't think this had any disks in it and had no serial number on it. IS THIS NORMAL? This is what I need confirmed.

If anyone could give any information / confirm how the product activation process works when going from boxed version of CS2 Premium to an upgrade to CS3 Web Premium that was purchased online as detailed, that would be extremely useful.

Rgds

AccelAdobe

[boblevine]

When exactly did you do this?

Bob

[accel...@adobeforums.com]

The upgrade was paid for on 13 May 2008. Thanks for any assistance you can provide.

Rgds

[boblevine]

It took you a year to discover you were missing the DVDs? The box should
have contained DVDs and a serial number.

Bob

[accel...@adobeforums.com]

Bob

Regardless of whether I was sent the disks or not, I can't believe that Adobe will not provide a serial number for reinstallation of CS3 Web Premium which they can see on their systems that I bought less than a year ago.

At no point when buying the product did I get the impression that I was buying a limited time product, and I am objecting to the fact that after spending a lot of money on Adobe software, I am being given no help on a reinstall after less than a year. If I was given a clear impression that I was buying the product for a set period of usage, I would not be so incensed.

Out of interest do you work for Adobe?

Rgds

[boblevine]

Did you buy the product directly from Adobe? If so, they most certainly
should have a record of your purchase and you should call back and
politely but firmly insist that this situation is addressed.

Get names and case numbers.

If you didn't buy it from them, then you'll need proof of purchase from
an authorized reseller.

And no, I don't work for Adobe.

Let us know how you make out.

Bob

[accel...@adobeforums.com]

Bob

I have spoken to Adobe Support and they can see on their systems when I bought the product. The only thing they will offer is allowing me to buy an upgrade to CS4.

Do you know if anyone from Adobe checks these forums?

I might decide to make a written complaint, do you know the best address to send one to?

Thanks

[boblevine]

I'll see what I can find out for you.

Bob

[Michael Kazlow]

First I would ask to speak with a Customer Service Supervisor. If
necessary the supervisor's supervisor. If you want to write a lettter:

Corporate headquarters
Adobe Systems Incorporated
345 Park Avenue
San Jose, CA 95110-2704

You might address it to the CEO. More info on corporate Adobe:

<http://www.adobe.com/aboutadobe/pressroom/pdfs/fastfacts.pdf>

Mike

[Peter...@adobeforums.com]

I have spoken to Adobe Support and they can see on their systems when
I bought the product. The only thing they will offer is allowing me to
buy an upgrade to CS4.

In defense of customer support, they probably CAN'T offer you more than that. CS3 is no longer current and replacement disks are probably no longer available.

There's a remote possibility that the trial downloads are still around someplace (there's a link for at least the ID CS2 trial on the ID updates page, but I can't find anything for CS3) on an ftp server that they could provide, but for the most part your options are going to be limited to upgrading or finding someone willing to make you a disk image that you can use with your serial number. I'm a little surprised that wasn't already suggested as I've seen a number of posts from users in similar situations that received exactly that recommendation from a support rep.

Peter

[boblevine]

The problem isn't the media...it's the missing serial number.

Bob

[Peter...@adobeforums.com]

Sorry -- I've been lurking on this thread for a while and forgot that he'd never installed or registered.

I would definitely go the "supervisor" route and push it.

[accel...@adobeforums.com]

The problem is both the media and the serial number, both of which I think I should be helped with, i.e. a download of the version I bought (via an upgrade) and a new serial number, which Adobe can see I have paid for.

My belief is the way I have upgraded in the past has left me with the impossibility of reinstalling. I have a physical copy of CS2, then did a web download for the upgrade to CS3, but despite opting to be sent a boxed version never got install media (although I can't prove this, but I have had a jolly good look around at home, and although I have the carboard box, that is all I have).

I am sure that it would be simple for Adobe to provide me with a download of CS3 and a new serial number, but they are refusing. What I am strongly objecting to is that this is less than a year since I bought my upgrade and I was not made aware of any time limitation on the product when I bought it (in May 2008).

So far I have spoken at length with Adobe Support, where they can see my upgrade order on their system. I explained my situation and whilst they checked with their supervisor they are telling me CS3 is no longer supported after Nov 2008 when the new version came out and I have to upgrade. I couldn't believe it when they told me.

Rgds