Photoshop Upgrade Nightmare
Posted on | April 7, 2006 at 6:40 pm | 3 Comments
I’ve been meaning to upgrade Adobe Photoshop for quite some time. I’m on version 4 and it’s not a happy camper on my latest PC with Windows XP. It will frequently hang when trying to open files, and will also sometimes mess up other applications (like making the repeat key verrrry slow) after I close it down. Plus, version 4 is so old that it will destroy EXIF data when the file is altered/saved in any way. So I finally took the plunge and ordered the Photoshop CS2 upgrade from Adobe’s online store. According to the description at the store, it can be used to upgrade from any previous full version of Photoshop.
It arrived yesterday – I ordered the CD-R instead of downloading it, since I like having a hard version of important, expensive software. However, when I tried to install it, it kept insisting that it needed to detect a version of Photoshop that was 5.5 or higher before it would install itself. My completely legal version 4 wasn’t cutting it. I thought I was being snookered, and a search of the Adobe website didn’t turn up any answers. The only phone number they had listed on the site (there was no customer support number listed in the hard documentation that came with the CD-R, as far as I could find) was only operational till 8pm Pacific Time, and I had already passed that.
So I did a general Internet search and found that there is a way to install the upgrade if you have a version previous to 5.5, but the instructions for that are buried in one of the files in a subdirectory of the CD-R. Basically it says you need to call the customer service number (1-800-833-6687). I had to wait until the morning to do that, when the customer service lines were operational. Once I did that, I had to go through a bunch of steps that involved running programs from the CD-R in special ways, verifying my previous installation, getting an unlock code from the CSR, and entering that code during the installation. Obviously there is very little trust on Adobe’s part for customers who have not upgraded in a long time. Seems like a lot of trouble to go to, and a waste of their customer service time.
But my main complaint is that it was just so hard to be able to find out what I had to. Not to mention the initial panic that I experienced. Having to find out the process from some other frustrated guy on a web forum is just too much. Would it have killed them to put something in the installation dialog saying “If you are upgrading from a version previous to 5.5, please call this number”? It’s almost like they’re trying to trick you into spending $650 on the full version, in addition to the $169 you just spent on the upgrade version (which hopefully they would accept as a return). It just seems like a very poor customer relations decision on Adobe’s part. Photoshop is an expensive, popular, highly-regarded piece of software, and to treat your customers who buy it like this is almost criminal. What is going through their minds??
But anyway, now I’m all upgraded, and it’s very nice to have a version that actually works on my PC. Now I just need to relearn how to do all the cool Photoshop stuff I once knew how to do but forgot. And I look forward to learning new things as well. I’ve really been getting back into the photography thing again, mostly thanks to Flickr.
A shoutout to my sister Jo if you’re reading this: Hey, come down here for an afternoon some time and show me all those cool tricks and tips you learned in your Photoshop classes.
Latre.
Comments
3 Responses to “Photoshop Upgrade Nightmare”
April 7th, 2006 @ 10:09 pm
Hey, I had a similar problem well over 10 years ago with Adobe! I think, or maybe it was Aldus? Anyhow, it had… well something to do with an upgrade coupon that didn’t have an expiration date. I think it was a free upgrade to a version which had by then become obsolete? They didn’t want to fulfill it but after making clear that I wasn’t going to just give up and put the phone down, they finally caved and sent me the software.
The secret to dealing with almost any bureaucracy is simply to make it easier for them to say “yes” than “no”. It’s very rare you’ll find someone who cares about you, but they all care about how smoothly their day goes… if you have the facts on your side, then all you need is a healthy reserve of patience and free time to win every battle.
April 8th, 2006 @ 6:08 am
Hey bro! Photoshop CS is VERY cool and I don’t even have a clue about all it will do. But I bought a Photoshop WOW! CS book and now that I will have some free time I plan to work through it. It would be fun to do that together. And just for your info, it seems to me that EVERY time there’s an upgrade there’s a bug. I just ran into the same thing with Quark. I bought a new iMac (the coolest machine I’ve ever seen – everything is in the monitor – the whole computer – including a web cam – but that’s another story – you’ll see it on Easter). When I booted it up for the first time the screen popped up that said “Do you have an old Mac you’d like to transfer files from?” When I answered, “well, yes!” it replied, “just attach a firewire cable and let’s go!” An hour and a half later all my files, folders, settings, e-mails, and applications were transferred, up and running on the new computer. Blew me away. Except for Quark. So when I reinstalled it and attempted to launch I got the error message that I had activated that version one too many times and my luck had run out! I went through the same thought process – “I’m going to have to buy a whole new version of Quark????”. But really it just meant calling customer support, which is finally an 800 number, and finally you don’t have to pay extra for support, and then spend a long time on the line with a fellow who doesn’t speak very good English, reading off endless series of numbers, and waiting on hold while he obtained another very long series of numbers. I’ve finally learned also to never let them off the line before I make sure the numbers really work! I HATE SOFTWARE UPGRADES!! And the only downside of my new iMac is that it has an Intel processor so for the time being my current software runs slower because it has to be translated. This will be cured later in the year when Adobe and Quark come out with their upgrades to solve the problem (for a price, of course!!). So I’m not looking forward to that. See you soon! Love, Jo
April 8th, 2006 @ 9:52 am
Wow Jo, you get all the wonderful toys. I look forward to checking out your new computer next week.
I hear you on the frustation. I’m afraid that in this era of Trusted Computing, software installations and upgrades are just going to get harder and harder. I went through a similar issue with Quicken when I got the new PC last year – talking to CSRs and typing in unlock codes. Linking the CPU with the software is just the start. I asked the Adobe guy what I needed to do if I had to reinstall the Photoshop upgrade because of a PC problem or if I get a new PC and need to transfer everything over to it – he said I had to call back and give them the original case number. It’s just going to get worse and worse. Although you’ve got it a little easier in the Apple world, for now. Well, maybe not, since you’re on Intel now…