Free Upgrade to CS6 Not Working

[David Cabestany]

At least you got the email, I’m still waiting, upgraded to CS5.5 for the very same reason.

[David Tunnell]

Had the same problem, went round and round with customer service and got nowhere.I was seriously ready to request a refund. Then last night in one last attempt on a different computer a screen came up that asked me to choose a store, it had pull downs and I chose my country United States and then in the second pulldown accidentally chose the first option, Home/Office I think, once I did that, then a page came up with all of the products, I chose “Upgrade” on my product and this time it went into the shopping cart with the upgrade price slashed out and zero total and I was able to complete the upgrade.

I don’t know wht they have to make this so difficult.

Thanks,

David Tunnell
TunnellVision Productions

[David Cabestany]

here’s the chat i had a moment ago with adobe, regarding the upgrade:

Thank you for choosing Adobe. A representative will be with you shortly. Your estimated wait time is 0 minute(s) and 4 second(s) or longer as there are 1 customer(s) in line ahead of you.

You are now chatting with Vijay Kanna .

Vijay Kanna : Hello! Welcome to Adobe Customer Service.
Vijay Kanna : Hi David.
Vijay Kanna : May I please have your email address registered with Adobe while I review your request?
david: elcabes@gmail.com
Vijay Kanna : Thank you for the email ID.
Vijay Kanna : I see that you are trying to claim the complementary upgrade to CS6 and need help, correct?
david: yes
Vijay Kanna : Okay.
Vijay Kanna : I will be glad to check and help you.
Vijay Kanna : May I know if the CS5.5 was a direct Adobe purchase?
david: yes
Vijay Kanna : Okay.
david: do you want the order number?
Vijay Kanna : Did you receive an email from Adobe stating that you are eligible to get the complementary upgrade with the coupon code?
david: no, thats the email im waiting for
Vijay Kanna : Oh Okay.
david: i bought it on the approved timeframe, may 2nd
Vijay Kanna : David, Adobe has just started to send the email finding the customer who are eligible to get the complementary upgrade.
Vijay Kanna : Hence, I request to wait for 2 more days and get back to us if you do not get an email confirming the coupon code to claim the upgrade to CS6.
david: but i thought i was supposed to receive the email on the may 16, ten days after the release of cs6
david: today is 17th
david: and i know of other people who got it already
david: why i havent gotten mine?
Vijay Kanna : Yes, it was earlier said that the emails will arrive 10 days after the CS6 starts to ship approximately.
Vijay Kanna : I would like to inform you that Adobe has just started to send the email to customers and you will also receive it in 1 to 2 days time.
david: isnt that like an automated process and everyone gets it at the same time?
Vijay Kanna : No, its not like what you think. The email will be sent automatically according to the date of purchase.
david: oh i see
Vijay Kanna : The customer who are eligible according to the date which is much before than the date that you placed with receive the email first.
david: is there a way to speed up the process? I need to make use of some features available in cs6
Vijay Kanna : David, as you know this is a automated process according to the date of purchase and we will not be able to expedite this process.
Vijay Kanna : However, you can try the free trial for now and use the serial number to convert the free trial to paid version when you receive the actual product.
david: will i have a different serial number from the one i have on cs5.5?
david: also i thought trials are missing some components (after effects plug ins and stuff like that)
Vijay Kanna : No, the free trial will have all the features that the actual application has and you will get a new serial number for CS6.
david: ok

[Tony Connoly]

I thought the date was actually May 25.

Do they realize that they are making people annoyed for no good reason at all?

I have gotten several emails on how to make the most of my CS6 trial.

What’s the genius idea behind making people antsy?

[David Tunnell]

“Who’s on First”

I had one support person just close the chat, then yesterday, after waiting 5 1/2 hours for a call back, got a lady i could not hear she spoke so quiet and then …. after asking her to please speak up she hung on me.

Thanks,

David Tunnell
TunnellVision Productions

[David Cabestany]

I watched Contagion last night on Netflix, people received their vaccines after a random lottery was held based on their birth dates. Adobe’s lottery is based on our purchase dates instead.

That’s gotta be the nerdiest comment today on the COW.

[Colin Mcquillan]

Having the same issue (currently on hold with customer support) My e-mail link took me to a page stating the code was invalid.

After an initial call to support a few days ago and exhausting all of the steps laid out in the support page for this issue:
adobe.com/go/pa
I contacted support again.

Support has come back on the line and their resolution was to place a new order for the product and now I have to wait an additional 5-7 business days for the order to be processed/completed. :-/

Colin McQuillan
Vancouver, B.C.

[David Tunnell]

I had the same problem with the link

“a page stating the code was invalid.”

Try clearing your browser cache and the try the link again, if you get to the page that asks you to choose your country and store, then choose the first option, then click upgrade from for your product. When I did that I got the upgrade with the $0.00 total.

The D$%^ed discount code is hard coded in the link.

Dave

Thanks,

David Tunnell
TunnellVision Productions

[Tony Connoly]

So I should be happy that I did not get my email yet?

[David Tunnell]

Blows my mind how bad their customer service is. BUT, it seems they are overwhelmed with this very issue. My callback time was 5 1/2 hours.

Long ime since I have been this angry.

Thanks,

David Tunnell
TunnellVision Productions