Fine, the phrase isn’t literally true. Adobe wants a receipt. Hal is vaguely aware that he may have bought the programs back in 2010, maybe at Best Buy. Maybe.
I recently upgraded my computer’s harddrive. While reinstalling my software, I discovered that the Adobe Elements 8 pack I had didn’t have the Serial Numbers with the discs, though I did have two “Proof of Purchase” tabs from the original box, along with an Adobe sticker containing two bar codes. I also have the two original DVDs containing the software, of which both Photoshop and Premiere Elements are on the same disc.
For some reason it seems I registered Photoshop but not Premiere. So, I was able to install Photoshop Elements 8, but not Premere Elements 8. I have had four separate chat sessions with their customer service. After a few misdirections and wasted hours, it came to this – I must have proof of purchase (i.e., a receipt) for the software to get it.
So despite the fact that…
- I have the disc with both software titles on it, one of which I have the serial number for
- I have an Adobe sticker (holograms and all) with two barcodes
- I have two “Proof of Purchase” tabs from the original box
… Adobe refuses to help me.
Hal included all of those chat transcripts. If you’ve ever been stuck talking in circles with a chat representative with a strictly controlled script, you know how it went. Here’s a representative sample:
Adobe: I want to tell you that, we need the receipt for the purchase of the product so that we can help you.
Adobe: We wont be able to locate the serila number which the help of Bar code.
Adobe: If youw ant you can contact Best Buy for the same.
Hal: I believe I have done more than enough to prove that this software was from a valid purchase. It’s absurd.
Hal: I am very disappointed with Adobe.
Adobe: I am sorry but as per the process we need the receipt of purchase.
Adobe: I apologize for the inconvenience.
Hal: Nonsense – there should be someone there who can look at this and make a customer service decision to help me.
Adobe: Hal, as we request you to check for proof of purchase of the product, only after that we can help you.
Hal: I do not have the receipt, and I do not have the DVD case the software came in (where the Serial Number would be). I do have two “Proof of Purchase” tabs and a barcode I got from the original box.
Hal: The two tabs I have read “Proof Of Purchase”
Adobe: I am sorry but we do not take those as proof of purchase. We need receipt or Invoice to get the serial number for you.
Hal: If it’s good enough for Adobe to write on every box they release to the public, but not for you, then what’s the point? [Redacted] – I need to either talk to someone who can override the process and get me the Serial Number, or I need to leave. As courteous as you have been, this conversation is pointless.
Adobe: : Hal, I want to tell you that a box never validates that it is a proof of purchase of the product. So please check for receipt so that we can help you.
Hal: You know I haven’t got that
Adobe: You can contact best buy if they can help you.
Adobe: In getting duplicate proof of purchase, if they have records.
Hal: From 2010? I don’t even know if it was Best Buy – that’s a guess.
Adobe: Oh! I am sorry Hal, but we wont be able to help you in this until we get complete information. You can go through your email if you find any invoice there.