Adobe Tech support

My initial experience with Adobe LightRoom 4 … I’m not impressed so far

With Lightroom 4 being released today, I paid for the upgrade and shortly after, I received my confirmation email, as well as the download link. Yay! I install it, and am then asked for the serial nr. Okay, none of the previous serial numbers work. I check the email again, and it says:

For your records, we have included your serial numbers below.
Adobe Photoshop Lightroom 4 (Mac/Win,English)
Contact Customer Service

A phone call later to Adobe Tech Support, during which I had to punch in numbers for the various options, the automated phone service of Adobe hangs up on me because they are apparently overwhelmed with tech service calls. The recorded voice says I should use the chat feature on Adobe’s site.

So here we go. I log into my Adobe account, and start the chat thingy with Adobe Support. I enter the details of my problem, including my Adobe account email address; my Lightroom 4 order number. All the necessities. Eventually, someone from Adobe pops up on the chat screen.

A few minutes later, with the Adobe person asking me the same stuff again with slow, automated responses, we end up here:

Soni: I understand that you are trying to locate the serial number. Am I right?

Neil van Niekerk: are you actually asking a real question, or stalling for time because you are handling 50 chat screens ?

Soni: Yes.
Soni: I will be glad to help you with this issue.

Neil van Niekerk: I asked a two-part question .. and your reply is yes ?

Neil van Niekerk: yes, you are just stalling and working on 50 different screens ?

Soni: Yes you are right.

Yup, that’s the copy and paste from the chat window.

The upshot of this all is I have to wait another 24-48 hrs for the serial number to appear in my Adobe account.

When I asked why I would have to wait when it appears that other photographers who I know that downloaded it immediately got their serial number, the chat conversation ended with this gem:

Soni: We are facing some technical issues in accessing the records and data and I am sorry to say that I am unable to servce you at this moment.

Shit, I already got *that* message, Adobe.

But there is some light relief at the end of this tunnel:

Soni: I am sure you will be able to view the serial number after 24 hours.
Soni: Are we still connected?
Neil van Niekerk: of course.
Neil van Niekerk: I am waiting 24 to 48 hours.
Soni: Thank you.
Soni: If you are not able to get the serial number within 24 hours please contact back to us.
Neil van Niekerk: it’s okay. I’ll wait. I’ve already invested 2 hours in this. I may as well wait another 22.
Soni: Neil, However, if you do not respond soon, this chat session gets terminated automatically.
Neil van Niekerk: I did respond!
Soni: Yes.

So, that’s my Lightroom 4 experience so far. FML

(And yes, I know I can already use LR4 now with the 30-day trial.)

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