A week with Adobe’s ‘invalid serial number error’ (updated 30th Nov. 2011)

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I am at last back to work, after Adobe Systems blocked my access to my Creative Suite 5.5 Master Collection, and thereby my access to even opening my own projects, for more than a week. Apparently Adobe Systems cancelled my serial number.

Adobe’s Danish support was useless and rude and claimed I had received a refund for the product, then just set my support case to ”withdrawn”, while I was shouting that I never asked for or received any refund! Thus, locked out from work and with Adobe hanging up, I had to send them a registered snail mail letter and report them to police, before finally yesterday they got themselves together to send me an apologizing e-mail with new serial numbers.

According to Adobe’s explanation, the ‘invalid serial number error’ which kept me busy and locked out for 8 days, has its roots in another error with Adobe Systems earlier this year, where they had used my old company VAT registration number for the order, even though I had deleted the VAT number from my account. That error caused their Danish support to initiate a return process, which I never asked for or wanted, the return was cancelled, but the system (or who?) still cancelled the serial number…

Well done, Adobe, to accuse honest decent customers for being criminals, steal their rights of use and their access to their work, and then try to harass them to pay 9.312DKK for getting it all back. What is my time, health, and work worth? I suggest at least 5.000DKK per day in compensation.

To other Adobe customers, beware: If you ever dare contact Adobe support, be sure they don’t initiate a return process which you then have to cancel, because then you can say goodbye to your expensive software if you ever try to reinstall it. ”Buy a new serial number” is the message,  it’s business.

Adobe invalid serial number error

Update 30th November 2011: Adobe Systems have offered me a full refund of the Master Collection CS5.5 upgrade and I can keep the software free-of-charge, as a gesture of goodwill, which I am going to accept. They have apologised for the harm caused and say they will definitely place an action for the agent who handled this. Hopefully, this is the end of conflict.