Is Adobe Support always this pathetic?

I bought the CS4 upgrade and got it on DVD without paying attention. It
didn't dawn on me that it wouldn't be on CD. Yes, I know...but my aging
laptop doesn't have a DVD player in it. So I put in a customer support
request asking if they have it on CD or whether I need to download it and
use the serial number from my DVD. And if so, do I use the trial download or
is there another link I should use since it's an upgrade. Well, that was
last Friday. After submitting the request it says you should hear within 24
business hours. On Wednesday I updated it to see if I could wake someone up.
Again it says I should hear from them within 24 hours. Here it is a week
later and not a word out of them.

This is the first time I've used Adobe support. Are they always this
horrible?

Mad Dog

David Powers wrote:

Mad Dog wrote:
do I use the trial download

Yes. Just get the trial download and enter your serial number when
prompted. It should work just fine.

Mine didn't. I was upgrading from MX04 to CS4. The upgrade serial wasn't
accepted by the trial download version. I had to download the whole
program again from my account on Adobe, then the serial upgrade number
worked.

That's what I assumed, but wanted to check. And seeing what Osgood says,
maybe I need to get their "official" download. But honestly, that's not even
the point....that's some of the worst customer service I've had in a long
time. You spend $199 and wait a week without a peep out of them, all the
while not being able to do anything with your purchase.

Sheesh!


David Powers wrote:

Mad Dog wrote:
do I use the trial download

Yes. Just get the trial download and enter your serial number when
prompted. It should work just fine.

This is the first time I've used Adobe support. Are they always this
horrible?

Dunno, but that's inexcusable.

support can't be any worse than "customer service" - it took over a month to
process a refund after i faxed them their 'letter or destruction'.
and these companies wonder why people steal software!


[q]Originally posted by: Newsgroup User
I bought the CS4 upgrade and got it on DVD without paying attention. It
didn't dawn on me that it wouldn't be on CD. Yes, I know...but my aging
laptop doesn't have a DVD player in it. So I put in a customer support
request asking if they have it on CD or whether I need to download it and
use the serial number from my DVD. And if so, do I use the trial download or
is there another link I should use since it's an upgrade. Well, that was
last Friday. After submitting the request it says you should hear within 24
business hours. On Wednesday I updated it to see if I could wake someone up.
Again it says I should hear from them within 24 hours. Here it is a week
later and not a word out of them.

This is the first time I've used Adobe support. Are they always this
horrible?

Mad Dog


[/q]

Can you share your DVD player on your desktop (assuming you have a network
at home or at a friend's) and copy the install disks into two folders (1 and
2) onto your laptop desktop? If so, you can install from there.

Marianne

"Mad Dog" <md (AT) maddogproductions-remove (DOT) com> wrote

I bought the CS4 upgrade and got it on DVD without paying attention. It
didn't dawn on me that it wouldn't be on CD. Yes, I know...but my aging
laptop doesn't have a DVD player in it. So I put in a customer support
request asking if they have it on CD or whether I need to download it and
use the serial number from my DVD. And if so, do I use the trial download
or is there another link I should use since it's an upgrade. Well, that was
last Friday. After submitting the request it says you should hear within 24
business hours. On Wednesday I updated it to see if I could wake someone
up. Again it says I should hear from them within 24 hours. Here it is a
week later and not a word out of them.

This is the first time I've used Adobe support. Are they always this
horrible?

Mad Dog

I don't have a desktop. Just my laptop which doesn't have a DVD player. I'm
also not interested in a convoluted solution. I'm fine downloading it and
installing it that way if only Adobe would give me a link so I can do
it....but alas, after a week (and two support ticket updates from me to wake
them up) they're still not responding.

MD

Adobe wrote:

Can you share your DVD player on your desktop (assuming you have a
network at home or at a friend's) and copy the install disks into two
folders (1 and 2) onto your laptop desktop? If so, you can install
from there.
Marianne

"Mad Dog" <md (AT) maddogproductions-remove (DOT) com> wrote in message
news:gigmrf$3sg$1 (AT) forums (DOT) macromedia.com...
I bought the CS4 upgrade and got it on DVD without paying attention.
It didn't dawn on me that it wouldn't be on CD. Yes, I know...but my
aging laptop doesn't have a DVD player in it. So I put in a customer
support request asking if they have it on CD or whether I need to
download it and use the serial number from my DVD. And if so, do I
use the trial download or is there another link I should use since
it's an upgrade. Well, that was last Friday. After submitting the
request it says you should hear within 24 business hours. On
Wednesday I updated it to see if I could wake someone up. Again it
says I should hear from them within 24 hours. Here it is a week
later and not a word out of them. This is the first time I've used Adobe
support. Are they always this
horrible?

Mad Dog

You could buy an external usb connected dvd drive????

Frank Severino
http://www.roninwerks.com
http://www.obscurityinhell.com

Mad Dog wrote:

I don't have a desktop. Just my laptop which doesn't have a DVD player. I'm
also not interested in a convoluted solution. I'm fine downloading it and
installing it that way if only Adobe would give me a link so I can do
it....but alas, after a week (and two support ticket updates from me to wake
them up) they're still not responding.

Sounds like a good old fashioned telephone call is needed.

Dooza

yeah, lotsa luck with that.

[q]Originally posted by: Newsgroup User
Mad Dog wrote:

I don't have a desktop. Just my laptop which doesn't have a DVD player. I'm
also not interested in a convoluted solution. I'm fine downloading it and
installing it that way if only Adobe would give me a link so I can do
it....but alas, after a week (and two support ticket updates from me to wake
them up) they're still not responding.

Sounds like a good old fashioned telephone call is needed.

Dooza
[/q]

For those keeping track at home.....still not a peep out of them. And we're
heading into the holidays.

Nice, Adobe.....


Mad Dog wrote:

I bought the CS4 upgrade and got it on DVD without paying attention.
It didn't dawn on me that it wouldn't be on CD. Yes, I know...but my
aging laptop doesn't have a DVD player in it. So I put in a customer
support request asking if they have it on CD or whether I need to
download it and use the serial number from my DVD. And if so, do I
use the trial download or is there another link I should use since
it's an upgrade. Well, that was last Friday. After submitting the
request it says you should hear within 24 business hours. On
Wednesday I updated it to see if I could wake someone up. Again it
says I should hear from them within 24 hours. Here it is a week later
and not a word out of them.
This is the first time I've used Adobe support. Are they always this
horrible?

Mad Dog