Made out of people

Terrible registration experience

So I decide to register my brand new Adobe product.

The label says "You can register your products online at www.adobe.com/support."

I can handle that, and I go to that page. Nowhere to register. (Can you find it?)

I end up dropping into the search engine, and searching for "product registration", which gets me here. That's a good start, although I have no idea how I'd have found it on my own.

(Note: The last of these three issues is already mentioned at This Is Broken)

[more below the fold]

Enter the basic information

So I enter the relevant information (serial number deleted). Unfortunately, there's no choices to enter my product version:

Fine. I hit submit anyway, and get an error message. Fortunately, the error screen now has a couple of choices to hit.

So I select a choice (why this ordering? "7, 6, 5.5, 7.1"?) and now I can move onward.

Almost registered

Sounds like I'm getting somewhere. Just one more form to fill out: my Adobe ID. Here's the form:

I think I used to have one, but I don't remember. That's a pain. Good thing there's a "forgot your password?" button. I'll press it.

Ok, forget it. I give up. They lose.

Update:
Ok, so I didn't completely give up. I put the URL of this entry at the Adobe customer service form which auto-sent me this response:

Thank you for your interest in Adobe product registration.
Register your Adobe product online to receive expert technical support, new product announcements, special offers, and early notice of product upgrades. Products downloaded from the Adobe Store are automatically registered at time of purchase.

For information on finding your serial number, read the Adobe knowledgebase document "Locating your Adobe serial number."
http://www.adobe.com/support/salesdocs/10686.htm

ERDPS: 1090887253.13744.4 (DO NOT DELETE THIS LINE)

I'm not impressed yet.

Update, 7/29/04
bq.. Hello Danyel,

Thank you for contacting Adobe Customer Service.

For your records, your customer ID number is 113606378. The customer ID
number is the easiest way for us to access your account in our database.
In the future, please reference this number when you contact Adobe.

If you would like to register your product online, please visit the
Adobe® Web site at the following URL:

https://www.adobe.com/store/customerregistration/your_account.jhtml

*Note: Either login with your Adobe ID you created, or register for an
Adobe ID.

For further information on registering your Adobe products, please visit
the following customer support page:

http://www.adobe.com/support/salesdocs/217e.htm

Also, visit the following URL on the Adobe Web site for the latest
customer service and technical information:

http://www.adobe.com/support/main.html

The information provided is documented in case #: 1990421.

For more information on Adobe® products or services please visit us at:
http://www.adobe.com or contact Adobe customer services at 1 (800)
833-6687. Customer Service Representatives are available 6:00am-8:00pm
PST, 7 days a week.

Best Regards,

Sarah Y.
Adobe Customer Service

Well, THAT clears it all up.

July 26, 2004 05:07 PM | TrackBack | in Design