Great Adobe Customer Service Experience

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Bill Ferris
Bill Ferris Senior Member • Posts: 2,913
Great Adobe Customer Service Experience

About two months ago, my son's laptop died. We'd been nursing it along, throughout the summer. This failure wad a permanent capitulation. Oh well, we'd gotten it as a refurb three-years ago at a song. Cest la vie.

After a family discussion, the plan was to wait for Black Friday/Cyber Monday deals and purchase a new laptop as a combination birthday & Christmas present. We placed the order on Black Friday and the new laptop arrived the following week. Among the tasks we had to configure the new device, was downloading Creative Cloud and installing the apps he uses.

One of the many great features of Adobe CC is that, at no additional charge, you can install CC along with all the apps on a second computer. I use LR, PS and Premiere Pro on my laptop but really have no need for the apps on a second device. My son, however, uses PS quite a bit and also Premiere Pro. He occasionally uses Illustrator.

The download of CC and the apps to his new computer went as expected; no problems. However, he was blocked from launching any apps. The error message indicated my license was already activated on two devices. Apparently, my account was logged in on his old laptop when it expired.

I went to the Adobe website, logged in and initiated an online chat session with tech support. After explaining the situation, the support specialist offered that, if I would agree to giving him control of my account, he would deactivate the license on both devices. Once that was done, he explained that I would be able to sign in on both my computer and my son's new device, and run apps on both.

I authorized him to move forward with his proposal and, within a minute, he informed me all was ready for me to log back in. He then waited about 10 minutes while I went to my son's room, signed in to CC and launched a couple of different apps. I then did the same on my laptop. After confirming the license was active on both devices and that apps could be rib on both devices, I thanked the support specialist for his assistance and ended the chat session.

With all the negative commentary about Adobe on this forum, I thought it appropriate to share a positive customer service experience and also to remind folks that Adobe allows a CC license to be active on two devices. A single license can often serve two users in the same household.

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Bill Ferris Photography
Flagstaff, AZ

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