How Adobe treats their customers...

Dodane 09 czerwca 2008 o 14:32:21 w kategorii ' Ogólne, Oprogramowanie ',

I woke up today early. I was very happy because yesterday I have received my new shiny iMac. Always, when you want to migrate to another platform there are some migrating issues. I had also this problem.

Few months ago I have obtained Adobe Fireworks CS3 for Windows. Now, when I wanted migrate to Osx i needed to perform Cross-platform transfer license procedure.I've checked on many forums regarding that process that it's possible without any additional costs like upgrade.. etc.

First from all, I'm from Poland. Now , listen to my story...

I have opened a case in Adobe Customer Service about cross platform license transfer.They sent me a reply with email address to contact. I've sent an email with a question regarding my situation. I've received following response:

First of all what we need is a POP and your full address, and the serial number of the product you have.

I was very happy when I received that short email, so I have prepared all needed documents and sent immediately.

Thank you for contacting Adobe Customer Services. Unfortunately we were not able to open your proof of purchase. Could you please sent it back to us on another format (pdf would be convenient), so we can process your request.

I've sent email again with PDF attachment.

We still can not open your file, the support .pdf is too heavy, please minimal the file. Please specify in your next e-mail with your proof of purchase: - Which product will be change and into which one (name product, version platform, language) - the original product bought by yourself (if the product willing is an update) with his proof of purchase.

Well... Adobe attachment's limit is very low.. Simply I have uploaded all documents on my web server and sent links to Adobe again. I have received following email:

I could open and attached those documents to your case.Would you be so kind and sign the letter of destruction I attached to this email please?As soon as we receive it back, we will go further with this cross-platform procedure.

I signed LOD and sent it back to adobe. Letter states as follows:

Dear Customer, You recently requested a product exchange from Fireworks CS3 WIN IE to Fireworks CS3 MAC IE. Adobe is willing to provide that exchange pursuant to the terms of this letter agreement. Please be advised that you must delete the Adobe product to be exchanged and all copies of such product from your computer upon receipt of your new version. You may not sell, transfer, give away, donate, or otherwise distribute the exchanged Adobe product or copies to anyone else. You must take whatever measures are necessary to destroy the Adobe product and dispose of the media in an appropriate manner, upon receipt of your new version. Adobe shall report the product as "Destroyed" once an executed copy of this letter has been received at Adobe and the new version has been ordered. Upon the execution and delivery of this agreement, your license to use the exchanged Adobe product under the End User License Agreement shall terminate. Please Note: Cross Platform/Language products are not intended for resale purposes. Thank you for doing business with Adobe Systems Incorporated and for complying with this agreement

What is most important in that letter: Adobe shall report the product as "Destroyed" once an executed copy of this letter has been received at Adobe and the new version has been ordered.

They asked. I signed happy that adobe is responding quickly for my emails.

Dear Madam ! (BTW they thought that I'm a woman) I inform you that your request for a cross-platform concerning Fireworks has been validated.We are just missing a telephon number to able UPS to call you in case of problems during shipment of the parcel. Would you be so kind and provide us a valid telephon number please? Thank you very much!

Now i was very very happy. Parcel ready. Only my telephone number is missing. I have replied quickly to their email with my telephone number. I was thinking - all I can do now is wait for UPS tracking code and my parcel..

One day left... - no reply.. Two days left ... - no reply... Three days left... - no reply.. Four days... no email yet... I have decided to contact Adobe again and ask about my parcel and they have shoot me with followinf email:

Dear Sir/Madam, Your Customer Service Number is:XXXXXXXXXX I'm sorry to inform you that your request has been refused because Cross platform for eastern europe countries are not available. Thank you for contacting Adobe Customer Services. Yours Sincerely,

When I have received that email i thought it was a joke. Maybe they have mistakenly replied to another person.. Unfortunately it was true. Adobe didn't even realize where Poland really is. They asked me to sign LOD, destroy Cd's and after that they started to look where Poland really is. I was very disappointed about final result of about two weeks correspondence with Adobe so I have quickly replied:

Dear Adobe! I'm REALLY disappointed about your last email. You ask WHY ? First of all. I have payed for YOUR software and I'm not a rich man. I'm just student who want to make a LEGAL money on your software. You often talk about piracy, prices ... etc. so what's the reason you are not treat the same people in European Union ? Why you send me LETTER OF DESTRUCTION to destroy my current Windows Cd's before checking where Poland really is ? Excuse me but Poland is in EU for some period of time..... Now I've switched to MAC and I have : - No Windows version - No Mac version.. Just simply great.. I have bought Fireworks CS3 about 2 month's ago and I have been earning money for this for 5 months and now I realize that I have payed for nothing... What do I do now ? I want my copy back !

I sent that letter to Adobe Support and I have received the fastest email from them:

We are really sorry for that but we can't do anything about it.

I wish that email conversation will become widely available for everyone. That's unacceptable behaviour of treating customers. We are in EU for some time.. and we are not treat the same as any other country. It's awful and shouldn't ever happen again.

UPDATE:Happyend