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I would hope the company would have at least followed up over email even if they didn't call me back as they said they would.
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It's unfortunate as I have been a dedicated customer and as I said I am a teacher using this software to teach professionals. There was no follow up from Adobe whatsoever to at least let us know that the bug/tech issue this was definitely a part of was resolved. I had to find a receipt for my software from apple that was over 4 years old - luckily apple was able to follow through on their end to provide support to me, but Adobe didn't follow up at all.
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Here we are months later and while I am no longer receiving this pop up - I never received a follow up from any of the customer service reps I spoke with and not even an update in my email or in the customer service forum we have associated with our accounts that allows you to communicate back and forth with reps. In my case I purchased it directly from Apple and then registered it and received my key directly from Adobe. Many of us purchased our software from legitimate sources. I have a case number and files already in your system. I would appreciate a follow up from a state side rep since no one was willing to transfer me over. Yet, I am continuously concerned by your integrity as brand.
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I invested in your brand, teaching my students and future graphic designers and illustrators how to you use your products so you have future customers and because I believe the software is reputable and professional and some of the best. What are the next steps and how will this get resolved? Many people are disappointed with the customer service we have received.
What's going on? When will this issue be resolved and why is your customer service time line so excruciatingly long as of late? You received my money, now I feel like you wasted a lot of my time and your team is not willing to admit fault for an issue that it seems more and more people are posting about. I bought my software from one of your authorized dealers. I did not unknowingly purchase "non-genuine" software.
Yet, this still seems so long and I even requested that I be transferred to a state side rep in hopes that they would be seeing these forums and realize there is some sort of bug that is causing these false positives. I have been patient and polite and luckily one of your floor supervisors was willing to state that they would get back to me within 48 hours. I purchased a perpetual license before you stopped selling perpetual licenses and it is unfortunate and I hope this not a way to get us into buying into your subscriptions. I call back again today and they tell me it is going to take another 5-7 days to process and "authenticate" my proof of purchase and then call me back with a solution? This is outrageous.
Which I then uploaded to my case and also emailed to your team to show my proof of purchase. I searched for a receipt that was 4 years ago - thankfully apple was able to help me locate it within a couple of hours and sent my receipt. After going back and forth with your reps they required I send them proof of my purchase. Over the last few days I've been receiving what I can only assume is a false positive glitch in your system stating I have non-genuine software.
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I purchased my software from Apple (who is an authorized reseller) - I am an educator and also had to send Adobe proof of my status as a teacher and then I was sent my key code from Adobe. I've been dealing with your customer service team over the last 2 days and I am highly disappointed that something like this is taking days to resolve.
I am dealing with the very same issue Adobe team.