I am currently going through the same problem
Nov 15 - order placed on phone (pc to Mac x-platform upgrade). Downloaded trial version
Nov 17 - destruction letter faxed with all relevant serial numbers.
Dec 3 – email received from Adobe stating FAX not received.
Dec 4 – FAX resent, receipt confirmed.
Dec 17 – told that order was waiting approval.
(went on vacation)
Jan 6 - told order still waiting approval.
Jan 7 -Spoke to supervisor. During the call he stated that he had resolved the issue and that the order was APPROVED and that expedited shipping was approved. I would receive product by Jan 9.
Jan 8 – called to get tracking number, Told that product was not in stock and it would be shipped when available. I complained that I needed an extension on the trial until product was received. I was told that a temp number was absolutely not possible. I was then told (incorrectly) that I could uninstall and reinstall the trial.
Jan 8 – called back and told that the order was NOT APPROVED.
Jan 8 – called back and told that order was APPROVED and the product was out of stock, minimum of 2 weeks delivery.
I just submitted an on-line request with the above info. will resort to the "Legal" threat above, depending on next response.
This is pretty much the same thing - i did not go into the gory details of the lost fax, the product out of stock etc. etc. in my post, but rest assured that i went through it all. I have pm'ed you the name and email address of the lady that helped me out, but she is in Canada. Perhaps she can help you...good luck, Jag
I contacted Phase One about my C1 LE license. They told me that they had no cross-platform license. I then explained that i had no more use for the windows license. The CSR then told me that he would get back to me within 24 hrs after speaking to his supervisor...and the very next day, i had a new license key for C1 for the Mac. Great service from a much smaller company that takes "customer experience" seriously.
Hey, this is good news! When I was asking the same thing they told me the following:
... There is no option to go from a Windows key to a Mac key. The only option would be to buy a 4 key which is a cross platform key.
Kind Regards
Phase One
I will reopen a case
Claude
Edit: This being said: I like C1 LE. Acceptable price and Phase one provided free upgrades and support for all new cameras - this is not the case for Adobe where the new cameras are not supported anymore in CS3 ... and the upgrade to CS4 is expensive!
Here's how my ticket was closed. They did tell me they had no cross-platform upgrade, but when i explained that i had no use for the windows license anymore, the case was then taken up the ladder for some kind of review/approval:
"Dear Jag,
since we do no longer offer the cross-grade license in our eshop, I will disable your Windows key and provide you with a Mac key instead.
I have disabled your Windows key and it will no longer be able to activate any machine.
Instead I have generated a new key for you that will be able to activate two Macs at the same time with Capture One LE 3.x or Capture One 4.x
I hope that will be a satisfactory solution for you and that you will enjoy using your new Mac as well as Capture One on it.
Thank you very much for contacting us.
With kind regards,"
Capture One (Phase One is parent company) is rapidly getting it's act together. Capture One is an excellent RAW converter, reasonably priced, upgrades are free, easy to install, and upgrading your hardware and moving from PC to Mac is easy. THIS is how to run customer service.
No apparent resolution yet. Today I was told that the order was released "today" and I would have it by the end of the week. The problem is that on 4 previous occasions I was also told the order was approved "today", so I do not trust the information. They are either seriously disorganized, or are telling me what I want to hear in order to get rid of me. Either way, no serial number.
This evening I sent an email to the address you suggested. We shall see.
I received the software. Thanks for your help. The contact name you PM'd me seems to have made the difference. It is too bad a back-door approach was needed for a seemingly simple problem.
mhayes5254 wrote:
I received the software. Thanks for your help. The contact name you PM'd me seems to have made the difference. It is too bad a back-door approach was needed for a seemingly simple problem.
Great stuff. At least you got the software. I think that the Win-->Mac license conversion is a bit of an exception process for them ....hopefully they get it sorted soon.
jagsiva wrote:
Here's how my ticket was closed. They did tell me they had no cross-platform upgrade, but when i explained that i had no use for the windows license anymore, the case was then taken up the ladder for some kind of review/approval:
"Dear Jag,
since we do no longer offer the cross-grade license in our eshop, I will disable your Windows key and provide you with a Mac key instead.
I have disabled your Windows key and it will no longer be able to activate any machine.
Instead I have generated a new key for you that will be able to activate two Macs at the same time with Capture One LE 3.x or Capture One 4.x
I hope that will be a satisfactory solution for you and that you will enjoy using your new Mac as well as Capture One on it.
Thank you very much for contacting us.
With kind regards,"...Show more →
Thanks Jag, but despite explaining the case, I was not lucky:
Upgrading with Adobe is now reminiscent of Windows. I had hassles installing reinstalling and getting credit when they shipped me Windows instead of Mac after which I had to go weeks after double billing before I could get some credit for the Win CS4 I didn't order. Now I have lost my entire thumbnail cache for all my images.
After installing CS4, and Lightroom 2.2, I recognized that I needed more speed than my AMD 4000 had. I thought that simply deactivating my CS4 would be good enough to then reinstall after replacing my motherboard, and a new Intel processor, with Vista Ultimate 64 bit. BOY was I wrong. I have 7 computers in the house that I have built, so I am moderately familiar with their workings with regard to software. The whole upgrade experience has been a nightmare. Adobe's customer support is not the same as it was with CS2. I also had CS3 but did not need customer support, so I am not sure when it changed. Adobe's support people are extremely hard to hear, but they have music (45 minutes worth) that is ear piercingly loud. The general impression they give is that they are doing you a huge favor, and that you are trying to steal from them. I have spent thousands of dollars with them and their only concern is that you will not hijack one of their copies. The simple fact that I have paid for a product and cannot get it to work is very low priority. As the previous poster noted, this is the type of marketing brilliance that has gained Microsoft such a gleeming name. I am certain that there is only one way to make sure that copies are not pirated, and that is to make sure that the product is such a pain in ? that nobody wants it. Since we have no reasonable alternative to Adobe, and for many of us no way to change from Microsoft, I guess they continue to fight their war on piracy and they can progress with their complete disregard and disrespect for their clients and the many hours they spend trying to make their product usable.
After going thru their support list of items to solve their software's problems, I cannot help but think that I could formulate a support sheet on how to surgicall repair a broken leg. I am sure that the Adobe engineers could more easily read this and follow it and not even need to talk to inaudible "live" support. They would not even need to access the "Flexnet" file, and since the bleeding would be someone elses fault or problem that would have to be a tech bullitin from another company. Perhaps I could even spin this to say that it is saving us money, and oh by the way, they can only have two fractures in their lifetime.
Sorry to all for this rant
Randy Tesar
