Thanks for posting this. I only wish I had this info when I went
through my switch. I had a very similar & frustrating experience
being transferred to all sorts of departments before someone finally
helped me. This info will save you hours of hold time!
- Kevin
On May 9, 2007, at 2:24 PM, Joshua Garnett wrote:
Hi everyone,
I've just gone through the very turbulent process of getting my
Flex Builder 2 serial number converted from Windows to Mac. The
FAQ makes the process seem fairly straightforward, but it is not.
Here are a few things to keep in mind when calling Adobe's Customer
Service:
1) Do not let the Customer Service Rep transfer you to Sales.
Normally Cross-Platforms are handled by Adobe's sales department
because there are usually some fees attached to the process.
Switching your Flex Builder serial number doesn't cost anything, so
in this special case Customer Service should handle the process.
It took me 2 hours, 2 phone disconnects, and 6 reps before I
finally got someone to figure this out.
2) You will be required to send in a Letter of Software
Destruction. You'll put in all of your information and sign that
you have deleted your old version of the software and will no
longer use the old serial number. Customer Service will probably
have you search for the letter on Adobe's site and download it. Be
very careful that you get the right version. The customer service
rep pointed me to lod_return.pdf instead of the correct form
lod_exchange.pdf. The correct file should have the header "Letter
of Software Destruction" with "(Cross-platform/Cross-launguage)"
below it. If you fax in the wrong form it'll take about a week
before they figure it out and you'll need to re-fax in the correct
form.
3) Call customer service first thing in the morning. The customer
service rep said that wait times are greatly reduced early in the
morning. The US department hours start at 9am EST.
4) Give yourself the full 30 days of your Mac trial to do the
switch. In my experience it has taken almost a week to hear back
from Adobe. I started this process on April 25th and have already
had to call back 2 times each about a week apart. I still haven't
received my new serial number, but I'm hoping that I've encountered
my last hurdle in the process.
I'll make sure to reply if I encounter any other problems that can
be avoided.
--Josh
