Friday, June 27, 2008

An inconvenient truth...

Apparently, at Adobe, the customer counts for nada. Bear with me here... this will only take a moment. I won't tell you how much money I have thrown their way over the past year... suffice it to say that as of yesterday, I have upgraded to Design Premium CS3.3 (now with Fireworks and Acrobat 9 Pro!). It's even legal... and registered!

Following my registration, I was sent an email that said "Your registration benefit is waiting." I was waiting for it. I eagerly anticipated my chance to have a one-month free trial at

Alas, it landed in my spam folder. The untouchable folder, the one where I have to send a request to the sender to have the email resent. But, in the "reason it got rejected as spam" field it said, "Level 2: anywhere in message Match: PLEASE DO NOT REPLY TO THIS MESSAGE".

So... rather than replying to the message, I called Adobe's support line. That's an international/really long distance call from Paris to California. First, I had to press my way through the voicemail map and listen to all the options. Then I got Roger. Roger was very friendly as he put me on hold until he "located my records". He came back after a few minutes and told me that while he sees all my purchases, because I had DOWNLOADED the upgrade, I was not eligible for a registration benefit. WHAT??

I'm sorry, but in this day and age of global warming and trying to save the planet, me accepting to purchase my software via a download and not have a CD/DVD (not to mention the accompanying manual) pressed, packaged, processed and mailed should be incentive enough for EVERYONE to be downloading their programs AND getting their registration benefit. Honestly! All I want is my free one-month trial at street value, $25. I'm not asking for the moon here, folks!

Bottom line, I need the programs and Adobe has me by the you-know-whats (if I had them)... If any nice people over at are reading this... I sure wish you'd rethink your incentive package policy with Adobe. And to Roger at Adobe, it doesn't take much to please your customers. Bend a little.

Thank you for letting me rant.

Have a nice day...

1 comment:

Anonymous said...

Hi Dianne,

I just finished your blog post. We certainly appreciate your 'green' efforts and your passion for wanting your registration benefit from (and getting up to speed on your Adobe products). Please follow up with an email to me and we'll get this worked out.



Steve Johnson