Random Thoughts of a Disordered Mind

Does Customer Support really support?

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My computer is 3 years old and so is most of the software I use, which these days actually isn’t all that much. But I’m working with images more than usual now that I’m church webmaster and I decided to upgrade my Adobe Photoshop Elements to the current version. Even bought a helpful book and everything. They arrived yesterday.

I sat down to install the product and immediately ran into problems. Adobe made me be a registered user before I could install and register my software, so I did that. But when the installation got to the part where I was to put in the serial number – I couldn’t find one! There were lots of numbers and even one that looked like a serial number, but it wasn’t. What to do?

Being a savvy geekette, I went to the Adobe customer service forums to see if anyone else had the problem. Several different entries but no real resolution. So next step was to open a chat conversation with tech support. It was, to put it mildly, annoying. I sent a picture of the label on the back of the box with all the numbers. I typed the numbers. I explained the problem. He told me he couldn’t get a serial number out of it. Well, duh.

Then he told me to look at the inner sleeve of the “box” that the disc came in and said the 24-digit serial number was on the sleeve. I took it apart, people, and there was nothing on that sleeve. Nothing. So naturally he told me I needed to report this to Amazon, where I purchased the product. It was Amazon’s fault that the Adobe product they sold didn’t have a serial number on it?  I don’t think so.

But I contacted them anyway. Finding Amazon chat is a little hidden but it’s always been productive and today was no exception. The lovely Christina told me to just send it all back and I would have a replacement tomorrow. Even though I’d dismantled the inner sleeve of the box?  Yes, she said, that’s not a problem.

 

This is why I will buy from Amazon. Because they support their sales and treat me like someone with a problem, not someone who IS a problem.

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