Bad timing

[peggig]

About a month ago, when I decided to get a high-def camcorder, I decided it was time to upgrade my editing software, so I ordered PE7. Because I was in the middle of editing a project, I decided to wait until I was finished before installing the new version, -- just in case. So, I was just about to install it yesterday, when I learned that PE8 just came out!

I purchased PE7 directly from Adobe, and haven't even opened the package yet. Does anybody know if there's any chance Adobe would exchange it for PE8, since I haven't opened it yet? I tried to call customer support yesterday, but gave up after waiting on hold for an hour and a half, and they're not open on weekends. So I thought I'd ask here if anybody has any thoughts on this.

Thanks!

[Steve Grisetti]

I would definitely contact them. They're usually very good about giving a free or discounted upgrade when you've bought the most recent version so close the release of a newer.

Meantime, go ahead and open the one you've got. Might as well get started on your video. Adobe won't likely ask for it back in order to give you a new one.

[peggig]

Thanks, Steve. I'll try calling again on Monday.

[George Tyndall]

So I thought I'd ask here if anybody has any thoughts on this.

Thanks!

Adobe has a money-back guarantee, even if yiou've tried the software, but I do not recall how many days.

Steve is correct, they will not ask you to return it. When I decided I did not like a new version, they merely asked that I destroy the DVDs, and they refunded my credit card.

[George Tyndall]

Thanks, Steve. I'll try calling again on Monday.

If memory serves, you do not need to call. You go to the website where you bought it and click that you want credit for it.

[Barb O]

The exact number of days may be important - so if you plan to call, do it as soon as you can. However, I don't think they are staffed on Sunday.

[peggig]

I ordered it on August 25. It was delivered on September 2. Do you know what the range of days is during which you can get a free upgrade? I think the new version just came out two days ago, which is within a month of when I ordered it, and about 3 weeks after it was delivered.

When I called tech support yesterday, I waited on hold for over an hour and a half. At that point, it was after their customer service hours, so I figured they must have all gone home and left me on hold, so I hung up. I hope I didn't just miss the deadline. I wondered why there was such a long hold time. Maybe other people are trying to do the same thing.

[Barb O]

I think that it was 30 days, but I am not sure. Also I don't know when the "clock" starts.

Seeing George's suggestion that you go to the Adobe web site, sign in with your Adobe ID and navigate to their form for Return/Exchange, I suggest that you try that. I think that you want the "Customer Support Portal" choice at http://www.adobe.com/support/contact/

Good luck.

[peggig]

Thanks, Barb. It looks like I'm just over the limit. Friday, when I tried to call tech support but couldn't get through, was the 31st day after I ordered it, even though it was only three weeks from the date it was delivered. I filed a request anyway, and we'll see what happens.

If I were Adobe, I would honor it just for the sake of good customer relations, since I haven't even installed the product yet. But, if they just go strictly by the stated timeline, I'm out of luck.

I'll let you know what happens. It looks like customer support is actually open 7 days a week, even though tech support isn't, so I'm waiting on hold again...

[Tomsde]

I purchased my copy of PE 7 recently too. I did chat with the sale rep at Adobe and asked since I purchased the software within the past month if I were entitled to a discount on upgrading. They came back with "There is no direct upgrade path for Premiere Elements."

If you didn't open the software you should be able to return it; I installed mine so there doesn't seem much I can do.

[Steve Grisetti]

I wouldn't give up so easy, Tom. This is the first week the software has become available -- and then only by download from Adobe. When I contacted them, they hadn't even figured out their upgrade price yet!

Once they get up to speed in a few days, it might be worth contacting them again.

[Chuck Engels]

And just tell them that you purchased recently and want a copy of the new version.
If they weren't so secretive about the release you would have waited for the new version to come out.
Remember - You are the customer and there are other editing programs out there.
Be persistent with them and they should do the right thing.

[cknittle]

For what it's worth...

A couple years ago I purchased PE3 the same week they released PE4. I called them and they sent me PE4 no charge, I only had to pay the shipping charges. Definitely worth giving them a call.

Curtis

[peggig]

When I finally got through to Customer Support, and explained the situation, they said they'll send me a copy of PE8, with instructions on what to do with my copy of PE7. So I'm not going to install it; they may want me to ship it back to them.

Tom, call Adobe again and tell them you want a "post-announce upgrade." That's what they call it when they come out with a new version within 30 days of your purchase. (Don't ask for a discount on an upgrade. That may have confused them.) The "post-announce upgrade" is free, but you may (or may not) have to return your original purchase. (I won't know until I receive the instructions they send with the new version.) If you purchased it direct from Adobe, be sure to tell them your order # so they can look it up to verify the date you purchased it. Otherwise, you may have to fax them your receipt. Good luck!

[Steve Grisetti]

Great news, peggig!