Bizarre 'Counterfeit' message on software purchased and downloaded from Adobe, then inappropriate responses from CustomerCare:

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  • Updated 3 years ago
I paid for and loaded LR6 for Mac, using Yosemite, directly from the Adobe site. When I tried to download the update, dated July 2015, I got this error message:

Update Failed. Adobe Genuine Software Verification Failure. The product you are trying to update is not an Adobe Genuine Software and appears to be counterfeit. Please report piracy or contract customer support for assistance.

I then spent nearly two hours on line to your Customer Support call centre. Can I suggest you ask your call centre operators to be a little more cautious in the way they phrase their responses?

E.g. I was asked to download LR6 a second time. After a while, with silence on the other end, I started installing.

Call Centre: Are we still connected?
Me: Busy installing
Me: 16 minutes to go ...
Call Centre: I have never asked you to install anything yet?

Then I get asked to uninstall, and download, from the same link, a third time. I asked why this should be necessary, as it was the same large file now being downloaded.

Call Centre: Well it is a known issue and this is the way to resolve this issue.

As I'd already been cut off once due to a poor and slow connection, I asked this person if they could tell me what to do once I had downloaded for a third time - in case I got cut off again.

>You will come to know once you will follow my instructions as it is<

Followed shortly by
>Well in any case we are going to disconnect now because you will have to restart your computer before running this file for the installation<

Not entirely a happy customer experience with Adobe, all in all.

And yes, I have transcripts and case numbers for all of this.
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Posted 3 years ago

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