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5 cloud subscriptions for 5 computers (education pricing) but IT wants images

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Richard Herd
5 cloud subscriptions for 5 computers (education pricing) but IT wants images
on May 14, 2013 at 4:33:58 pm

I'm having the most difficult time here. I have an account, and my purchasing department has an account and Purchasing purchased Premiere for me. Purchasing then shared me on their account, but my password will not access the 5 premiere licenses, vis-a-vis Download Manager. Moreover, my IT department wants to make images on the PCs with Premiere -- once we get this sorted out.

Any suggestions?

Thanks!
Rich


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Kevin Monahan
Re: 5 cloud subscriptions for 5 computers (education pricing) but IT wants images
on May 14, 2013 at 5:08:54 pm

Hi Richard,
Contact support: http://helpx.adobe.com/contact.html
You can also tweet to the handle: "@adobe_care"

Thanks,
Kevin

Kevin Monahan
Social Support Lead
Adobe After Effects
Adobe Premiere Pro
Adobe Systems, Inc.
Follow Me on Twitter!


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Richard Herd
Re: 5 cloud subscriptions for 5 computers (education pricing) but IT wants images
on May 14, 2013 at 5:22:52 pm

Yeah...I'll try again :(


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Aindreas Gallagher
Re: 5 cloud subscriptions for 5 computers (education pricing) but IT wants images
on May 14, 2013 at 7:34:58 pm

this guy is having fun:

http://www.digitalartsonline.co.uk/news/creative-business/opinion-how-adobe...

creative cloud sounds like a really well run, well serviced business with top drawer support.

http://vimeo.com/user1590967/videos http://www.ogallchoir.net promo producer/editor.grading/motion graphics


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Tim Kolb
Re: 5 cloud subscriptions for 5 computers (education pricing) but IT wants images
on May 14, 2013 at 8:56:56 pm

[Aindreas Gallagher] "http://www.digitalartsonline.co.uk/news/creative-business/opinion-how-adobe...

creative cloud sounds like a really well run, well serviced business with top drawer support."


Yeah, I would say that is a three-alarm fire that needs to be dealt with if the subscription "service" arrangement is something a professional is expected to bet on...

TimK,
Director, Consultant
Kolb Productions,

Adobe Certified Instructor


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Kevin Monahan
Re: 5 cloud subscriptions for 5 computers (education pricing) but IT wants images
on May 14, 2013 at 9:50:48 pm

[Tim Kolb] "Yeah, I would say that is a three-alarm fire that needs to be dealt with if the subscription "service" arrangement is something a professional is expected to bet on..."

Tim and Aindreas,
Thanks for your interest.

I looked into this case and it turns out that we are already communicating with this customer and are working things out. I can report more when I know more, but we are not standing idly by if a customer has problems like this.

Cheers,
Kevin

Kevin Monahan
Social Support Lead
Adobe After Effects
Adobe Premiere Pro
Adobe Systems, Inc.
Follow Me on Twitter!


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Richard Herd
Re: 5 cloud subscriptions for 5 computers (education pricing) but IT wants images
on May 14, 2013 at 10:09:45 pm

I chatted but the issue couldn't be solved until I call in. I'm calling in at 3:30.


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Kevin Monahan
Re: 5 cloud subscriptions for 5 computers (education pricing) but IT wants images
on May 14, 2013 at 10:48:37 pm

[Richard Herd] "I chatted but the issue couldn't be solved until I call in. I'm calling in at 3:30."
Great. Let me know how it works out.

Thanks,
Kevin

Kevin Monahan
Social Support Lead
Adobe After Effects
Adobe Premiere Pro
Adobe Systems, Inc.
Follow Me on Twitter!


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Richard Herd
Re: 5 cloud subscriptions for 5 computers (education pricing) but IT wants images
on May 15, 2013 at 3:19:04 pm

The people were very nice and professional. I was transferred to Volume Licensing, but the wait time took too long, and I had to go, before the issue was resolved. I'll chat back today.

The issue is as follows:

* I have an educator's account (great pricing by the way!)
* My district purchasing has an account, purchased 5 licenses (also Windows 7 pro 64-bit)
* My IT department wants to install disk images (which I understand to mean they want the same software installed on all 5 of my computers so if there are issues, they just hit a "magic button").

I downloaded the software to a shared drive, but am having trouble getting the install to work. Then, I have to explain how to do this to IT (which isn't Adobe's problem of course).


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Aindreas Gallagher
Re: 5 cloud subscriptions for 5 computers (education pricing) but IT wants images
on May 14, 2013 at 10:46:16 pm

support is just an 800 number to mumbai these days though right? that's the "we" you're talking about yes?

I had a hilarious chat session with one of the guys, trying to find out why adobe had made my upgrade to CS6 a volume license. The guy had literally no clue what was going on - it's like everyone else says, they bounce you around a few different departments, then admit they don't know what you are talking about. he ended up directing me to sales, which was closed at that point. total chat time - 90 minutes.

Adobe Support service is, to be fair, basically diabolical.

http://vimeo.com/user1590967/videos http://www.ogallchoir.net promo producer/editor.grading/motion graphics


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Kevin Monahan
Re: 5 cloud subscriptions for 5 computers (education pricing) but IT wants images
on May 15, 2013 at 2:45:29 am

Hi Aindreas,
Our support organization has offices all over the world. Yes, we have agents in India, but some of my colleagues are stateside too. Our video agents are very good, I think. I meet with them weekly to solve tough cases. Our agents can be found in Adobe forums, on chat, and yes, on the phone.

Sorry you had a negative experience last time. If you have trouble again, please let me know and I'll make sure I let my superiors know.

Cheers,
Kevin

Kevin Monahan
Social Support Lead
Adobe After Effects
Adobe Premiere Pro
Adobe Systems, Inc.
Follow Me on Twitter!


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Richard Herd
Re: 5 cloud subscriptions for 5 computers (education pricing) but IT wants images
on May 15, 2013 at 3:29:36 pm

[Aindreas Gallagher] "support is just an 800 number to mumbai"

Of course, the country and race of folks offering support hardly matters.

What matter is they are "Nowhere Man." That is, it would be really nice if they were available to visit my office--regardless of their ethnicity and country of origin ...

if VARs could handle wholesaling and boots on the ground.


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Aindreas Gallagher
Re: 5 cloud subscriptions for 5 computers (education pricing) but IT wants images
on May 15, 2013 at 8:52:50 pm

God no - of course not - I am in no way making an ethnicity statement - all I mean is its just a pretty poorly run call/chat centre. Sandeep was the first guy to say danger will robinson on the level of support.

ten years ago you would likely have been talking to an irish bloke. We ran mounds of call centres throughout the nineties and early 2000s.

http://vimeo.com/user1590967/videos http://www.ogallchoir.net promo producer/editor.grading/motion graphics


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Kevin Monahan
Re: 5 cloud subscriptions for 5 computers (education pricing) but IT wants images
on May 16, 2013 at 4:03:01 pm

[Aindreas Gallagher] "all I mean is its just a pretty poorly run call/chat centre"

Hey Aindreas,
We recently made some improvements to support, especially to chat, so I hope this will help customers solve their problems more quickly and with less hassle. If you ever have a bad experience again, please let me know.

Cheers,
Kevin

Kevin Monahan
Social Support Lead
Adobe After Effects
Adobe Premiere Pro
Adobe Systems, Inc.
Follow Me on Twitter!


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Aindreas Gallagher
Re: 5 cloud subscriptions for 5 computers (education pricing) but IT wants images
on May 17, 2013 at 7:09:07 pm

sure thing - god love you guys - you're on a sticky wicket batting all this stuff.

http://vimeo.com/user1590967/videos http://www.ogallchoir.net promo producer/editor.grading/motion graphics


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