Adobe Photoshop

We need to use graphic editing software to build the great websites we provide for our customers. Despite Gimp, a freeware, doing a good job, we decided it was time to invest in a more professional tool: Adobe Photoshop. As we are new and didn’t want to do a huge investment, we decided to buy an older version of the product, CS4 (instead of CS5).

Amazon

When it comes to eCommerce, the name that springs to mind is Amazon. They sell everything and are highly trusted. We decided to shop from their site and found a good deal. Despite the product being sold by a third party company (the ‘Available from this sellers’ link), we trusted Amazon and placed an order.

Adobe Photoshop CS5

The delivery was fast, and the product arrived boxed and sealed, as mentioned on the website. Better still, the product was Adobe Photoshop CS5 and not CS4 as ordered as, apparently, the seller had run out of stock and upgraded us to the latest software for free. However, if it’s too good to be true, it probably is. During installation, an error message appeared saying that the serial number was invalid.

Photoshop Support

Having a product box with a ‘genuine’ sticker and a serial number, we contacted the Adobe support. After few minutes the support representative arrived at the conclusion that the product was a counterfeit and couldn’t help us anymore. So, our first advice would be to only buy software from the main company or from an official reseller.

Amazon Support

Feeling aggrieved, we contacted Amazon, explaining that we were happy to receive CS5 instead CS4, but very disappointed that the product was counterfeit. Their first answer came from someone who probably had too many emails to deal with, and only read the first sentence. The response was something like “We are sorry that you received the wrong product …“. Our second piece of advice would be to make sure you understand your customer’s problem.

The seller’s response wasn’t very helpful either, they just said that the software was genuine and asked us to send it back for investigation.

Amazon eMarketing

After our purchase, we received a couple of well targeted Amazon emails: Photoshop books, Adobe products, … great if you have received a product that works. But if you are struggling with your product, you want your problem to be resolved first rather than being persuaded to buy anything else. Our third bit of advice is to make sure that your customer is happy with their product before trying to sell them more.

Amazon claim

Not feeling confident about returning the product without having a refund first, and the seller not answering emails anymore, we decided to enter an Amazon claim. The person in charge of the claim understood the problem, and it went to an internal (and apparently top-secret)  process, but in the end, we managed to get our refund.

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