Thus I called customer service, and after a few phone keypad dance around I got someone on the phone.

I requested that the DVDs be shipped to me, and I would use the key-code to enable the software. He said it could not be done like that. I had to fax a “letter of software destruction”, and they would cancel the licenses and refund my money, and I could re-order the same stuff but this time on DVDs.

I faxed the letter, and my credit card got refunded.

The same person offered to enter the new PO, I agreed. But he made a mistake, and entered the order at full price, without the discounts I was entitled to (as I did on the first order).

When I got the DVDs and the invoice I noticed the mistake he made. I called again, danced on the phone keys agia, and then go a cust. service rep.
online. I requested that he credit the price difference to my credit card. He said this would be impossible, that I have to fax a letter of software destruction (again???), and place another order, this time with the correct price (and DVDs).

I had enough. I told him that I would fax the letter, but I would not place a new order until I was sure my refund was posted, thus avoiding another order and another problem.

Lo and behold, the second order was placed in December 2008, and I still don’t have the refund from Adobe (we are in July/09).

I tried to reverse the credit card charge, but Citibank says that I did not return the product, thus no refund is in order. I tried to explain to Citibank that Adobe does not take DVDs back, they just require you to send a letter of software destruction. They didn’t buy that.

I have been calling Adobes customer support since January, and the last time was two weeks ago. I was shocked that the rep. was angry at me “why do you keep returning software to us? he asked”. Then he said that my money had been returned, which was not true. After about 15 minutes or arguing, he checked the database to see credits and debits to my Citibank card, and when I thought that finally my issue would be solved … click … the call dropped (or he did hang up on purpose).

In summary: Adobe does not want to solve the problem. Their customer support center (I believe it is in Mumbai, India) are incompetent, and the supervisor that took my case last time was rude and sarcastic.

I will give it a final try this week, but for now adobe has $1000 that belongs to me and refuses to give it back. Shame on Adobe.