Photoshop: Can't do a cross-platform swap with older version

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  • Problem
  • Updated 6 years ago
  • (Edited)
I think it's really awful that you don't offer swaps for "old" products. CS6 has been out for a month and already it's invalidated my CS5 suite? I've only had CS5 for a year, and to be honest, there's absolutely nothing wrong with it. I'm totally happy with it and I'm not in a rush to upgrade--it has everything I need. I'm also a student and I think it's absolutely reprehensible that you won't offer student upgrades, especially in my situation. I switched to Mac and now I can't use Photoshop without paying you $200? That is absolutely ridiculous. I think it's horrendous customer service on your part. I've had my CS5 suite for barely over a YEAR and now it's just, what? Useless to me?

I'm really shocked that a company with such cutting-edge, up-to-date products is so archaic and selfish to your customers. Being told I needed to spend $200 on an upgrade instead of the swap I was expecting was such a serious slap in my face.

The fact that I had to call you was really inconvenient, too. I really didn't appreciate that, never in my process of requesting this swap, did I get any messages telling me what the man on the phone said. I don't understand, first of all, why that wasn't just revealed to me up front instead of hanging over my head that I needed to make this phone call all week and then completely wasting my time while I waited on hold only to be told I couldn't be helped. Instead I have to call and wait around and then asked for $200 to solve my problem. The whole point of having online customer service is to do it ONLINE. If people wanted to call, they'd call. Not everyone has the time to sit around to do this--I personally work unconventional hours and it took me a week to be able to do it while the lines were open.

I am very unsatisfied with the way this issue was handled, from the lack of communication via email to the fact that I can't even be helped. While I understand that Adobe offers generous services and discounts to students, I really think some of these policies need to be revised. Clearly there's an issue here. It doesn't take a genius to take a look at the financial climate of college students--the upgrade prices are steep and the refusal to swap a year-old program only adds to the problem. This is why so many potential customers would rather pirate your software. And yet, I did the right thing, and paid for it--the student price that I could afford--and now it's useless? Thanks.

Also, your customer service portal on this website is very vague and difficult to navigate. Work on that. It totally sucks.
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Kayla Hunt

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  • frustrated

Posted 6 years ago

  • 2
Photo of Jeffrey Tranberry

Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Official Response
Hi Kayla,

Here are the details on how to Order an Adobe product platform swap or language swap.

Per the document, platform swaps are limited to the current version for perpetual license products (non-subscription) users.

However, subscription versions/Creative Cloud are cross-language & cross-platform for users who are interested in having access to multiple platforms and languages:

http://blogs.adobe.com/jnack/2012/05/...

I will have someone from support follow up with you to take a look at your account and discuss your options.