Very disappointed with the current upgrade policy.

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I purchased a CS5 upgrade in late November because I was afraid to wait any longer due to the fear caused by Adobe's announcement of the change in upgrade policies. Adobe caused me to be afraid to wait, and now, the ones that waited are being rewarded with a complimentary upgrade. The customer service chat person "Junaid" has told me that the contact information of the proper person for me to express my opinion to is not available. Adobe does not have email support. I must pay Adobe for the privilege of speaking with them on the telephone. I am very disappointed. I feel like I have been taken advantage of. Does anyone else feel the same? The improvements in Camera Raw are precisely the types of improvements that I would have waited a few months for....if I would not have been manipulated by the flip-flopping policy announcements.
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Bryan Conner

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  • frustrated

Posted 6 years ago

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Jeff Natrop

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I'm in the same boat. I purchased my copy of CS5 the last week in Dec. 2011. I waited hoping Adobe would change it's policy. It didn't, not until the deadline passed. I had been waiting for CS6. Now I'm stuck with buying two upgrades. And others who waited until after the deadline only have to buy one. Not Fair, I cry Foul!!
If Adobe was going to change the policy, do it before the deadline, or give a free upgrade to those who purchased before you (Adobe) changed your policy.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Jeff,

John posted additional details about this in January. I'll have someone from customer care contact you to address your questions/concerns.

http://blogs.adobe.com/jnack/2012/01/...
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Jeff Natrop

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Thanks Jeffrey,
I'll wait to hear from Adobe, btw; do you have any idea what if anything they (Adobe) are doing for existing customers like myself who went ahead and purchased Photoshop CS5.1 a day or two just before the deadline to purchase the upgrade. I would like to move to CS6 if everything shakes out ok with the new version. (I'm not an early adopter, I leave blood -ledding to others).
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Bryan Conner

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FYI...I posted this in another thread, but I thought it would be good info to read here too:

I just ended another chat session with Adobe. My case has been elevated to a higher level. The agent ended my session with the following: "This is in terms of the Adobe upgrade policy which was previously announced and hence we will look into it so that something can be done to the products purchased in the time after getting the previous message.". We shall see.
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Jeff Natrop

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I know many are quick to condemn / complain loudly at Adobe when they screw up or make a bad decision (in our opinion).
And I think this holds true in everything in life; but are slow or neglect to give credit when Adobe ( or any one / company ) does the right thing.
So I'm here to give Adobe "kudos" as to how they handled my and others situation. Let me explain briefly:

I'm one of many who waited until the last week of Dec 2011 to purchase an upgrade to CS5, because Adobe made the announcement that they were only going to honor the upgrade price for one version back. There was an uproar about that announcement and I (and others) were hoping Adobe would reconsider. They didn't, so I bought CS5 upgrade the last day in Dec, before the cut off price for the upgrade; I was waiting for CS6.
Then in Feb - March Adobe announced that they would now honor the up grade price for three versions back (CS3 to CS6). Now I had just paid for CS5 which I didn't want, and now I must pay for the CS6 upgrade. Those that didn't upgrade by the Dec 31,2010 deadline could now upgrade to CS3 to CS6. I cried "FOUL" and posted my frustration on several photoshop forums.

Well, an employee of Adobe ( Jeff Tranberry ) saw my post and told me he would take my case to Adobe and see if it could be resolved to my satisfaction. He did just that.

Thank you to Adobe and Jeff Tranberry for restoring my trust in Adobe!

If you were affected by this, let Jeff T know so he can look into your case and help.

JeffN
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GEORGE HARDING

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Jeffrey Tranberry,

I'm another frustrated customer in the same boat. I purchased an upgrade to Photoshop CS5 on December 31 based entirely on Adobe's announced change in policy. If not for the policy change I would have waited for Photoshop CS6 to be released. Then Adobe turns around and reverses the change after the deadline has passed. For being a cooperative customer (i.e. sheep) I get the privilege of paying for two upgrades if I want to have access to improvements I would have voluntarily paid for.

Needless to say this doesn't leave me with a warm, fuzzy feeling for Adobe. The fair thing to do, and the smart thing from a customer relations standpoint, would be to provide a CS6 upgrade. I'd get the product I would have bought without the temporary change in policy, and Adobe got paid for it several months before it was released. Win - win.

Thanks.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Sorry. Missed this post. I'll have someone take a look at your account and contact you.
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GEORGE HARDING

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No luck so far. Both an on-line chat and a call to customer service (I got the number from an Adobe forum posting dated 5/1812 from someone with the same situation who had just spoken to customer service and got a refund for a purchase made in November!) resulted in my request being denied because it was more than 30 days after the purchase. I guess the response depends on which customer service rep answers the phone, and who they elevate the case to. Seems like it would be good business to treat customers with the same issue the same way. More profitable, too - there's a cost associated with each customer service call, and that will add up if I have to keep calling until I get the right service rep.

Adobe used to be better than this.

The URL to the forum thread I referred to: http://forums.adobe.com/message/43573...

And the post I referred to:

22. KenH112,
Community Member
May 18, 2012 4:45 PM in reply to Bryan Conner
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Bryan,

I did the same thing and updated from CS3 to CS5 in late November. I just got off the phone with Adobe customer service and the gave me a full refund for my CS5 purchase. I will now purchase CS6. The CS5 was purchased at a discount back in November so It will cost be an additional $45 for the upgrade. That's better then paying the full $199.

The customer service number is 800 833-6687,2,2,1

hope that helps....
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GEORGE HARDING

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Update: Want to give credit where it's due. Adobe came through and resolved the issue. Was contacted by Jeff Tranberry, who helped elevate my case to someone with the authority to make things right. I encourage anyone dealing with the upgrade issue to contact him.

I also want to make clear that my frustration wasn't with the Adobe employees I dealt with. Through an online chat and a couple of phone calls everyone was polite, patient, professional and tried to be helpful. Once Adobe corporate created the mess with the upgrade policy zig-zag I can appreciate the challenge of placating angry customers who upgraded to CS5 solely because of the change without opening the door for free upgrades for other CS5 purchasers. Judging from the number of angry forum posts I think they set the bar too high and took more of a PR hit than they had to.

Thanks again for your help Jeff!
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Jeff Natrop

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Here is Jeff Tranberry's email address. You can contact him regarding your upgrade issue.

jtranber@adobe.com

Best of luck to all.

JeffN