Adobe’s Own ‘Proof Of Purchase’ Isn’t Proof That I Purchased My Software

Hal has misplaced the serial numbers on copy of Adobe Elements. No big deal–while he hadn’t registered the copy of Premiere online with Adobe, he had saved the proof of purchase from the original box. That isn’t good enough for Adobe. No, even though those cardboard bits actually say “Proof of Purchase,” they aren’t actually proof of purchase as far as Adobe is concerned.

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.