Or maybe too big to care for little people and their money that it took?
This is my experience... Long post, but the attachments are necessary for accuracy. Apologies.
Adobe, and its payment processor Digital River Inc., have been unfair in their dealing with me.
I bought and paid for the license to use Photoshop CS6 on my iMac the sum of US$900.00. This was done through an online internet purchase for the said amount and the payment was made to Digital River Inc. accessed via the Adobe internet site.
However, and contrary to all my previous dealings with reputable companies on the internet, I was not given an order number, nor a confirmation receipt, nor any instructions to download my software purchase. Neither at the time of purchase nor later was any acknowledgement sent to my email that I provided during the purchase process.
However, and this is important, my card issuer sent me a message immediately that a sum of US$900.00 was authorized on my card number to the credit of Digital River Inc. with the date and time of the transaction. My card issuer followed this phone confirmation with a message to my email address.
I tried to contact Adobe. This was the most painful and convoluted process I have ever been subjected to.
After repeated attempts with Adobe support ' live chat '; the matter is still unresolved. I have in my possession a transcript of my last ' live chat ' where I was assured that the matter would be raised to the next level for resolution asap. This was some days ago. Did I mention I received an email from Adobe in Taiwan in a language I do not understand!! This before my last ' live chat '. And I attached that too in my ' live chat'.
I have advised Adobe that I shall go on all the internet forums and mention this fiasco if my matter remains unresolved for sometime. It is more than 'sometime' now. I also told them I shall contact the business bureaus in the relevant jurisdictions to pursue my claim. And I shall instruct my card issuer to initiate not only a dispute for the paid amount, but inform relevant authorities that a fraud could have taken place with this transaction processor that Adobe uses. And Adobe can be certain that I shall take this matter with their MENA regional offices in UAE.
In fairness, I have to add that I have downloaded a trial version of PS CS6 Extended valid for 30 days and shall pay for it as soon as Adobe informs my card issuer that my original transaction amount has been reversed and/or remains unclaimed. So as not to be charged twice. Else, I shall not deal with Adobe anymore and shall pursue my claim against Adobe with all legal means available to me. I shall, of course, uninstall all trial versions of Adobe sw from my computer ( Adobe shall deactivate them too!!). I am more ethical than them.
I just want people to know that as big as Adobe might be, they are either inefficient or would not hesitate to take your money without giving you the product paid for and make it very very difficult to get your money back.. They are doing this to me right now.
Buyers of Adobe products, at least in the ME region, be aware.
1. Your American Express Charge card ending in ...13 was authorized for use at DIGITAL RIVER INC on 25-04 at 9:17:01 PM for the amount of 900.00 US Dollar
If you have any questions, please call 24 Hour Customer Service, Toll Free 800 124 2229 or International +9661 474 9035 or +9661 474 8023
American Express Authorization Department
2. Transcript of ' live chat ' with Adobe agent..
Chat start time Apr 26, 2013 5:45:07 AM EST
Chat end time Apr 26, 2013 6:35:30 AM EST
Duration (actual chatting time) 00:50:23
Amit: I have escalated your issue to the next level and you will be contacted back with the resolution via email, Apart from this Is there anything else I can help you with from my end?
me: please accept my thanks. being an senior executive in an int'l organization, I would haul the senior most guy in your place from his country club. ask him to resolve this issue with 5 seconds or have him forego his bonus for the year. in lieu give people like you the authority to resolve the issue or ask for urgent resolution from those sitting on their butts. best regards and best wishes.
Amit: I'll be right with you.
Amit: I apologize for the inconvenience caused in this regard. We will surely take this as a feedback and will work towards to improve on our services.
Amit: I'm happy to help. Do you have anymore questions for me?
me: you take care. thanks.
Amit: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
3. Message from Adobe?...Do give the Adobe contact URL provided a try!!!
Tilisi | Adobe.com | Ota yhteyttä
Tapauksen Kuvaus:Chat:refund issue (CH55955402)
Thank you for contacting Adobe.
This email is in response to the inconvenience caused related to the deduction of $900. We regret to inform you that we have checked with the email address that you have provided in our resources, but were unable to fetch any records. Hence, we suggest that you kindly update the case with the scan copy of the credit card statement where it is mentioned that you have been charged for $900, so that we can check and assist you accordingly at the earliest. We apologize for the additional time this will take and look forward to a positive resolution.
If you have any questions, please contact our Customer Service Department: Adobe - (If you have any questions, please contact our Customer Service Department: www.adobe.com/tw/aboutadobe/contact.html)
Your customer Identification number is : 0133044973
We appreciate your patience in this regard and look forward to assisting you.
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