A few weeks ago, I wrote a post called if you don’t ask, you don’t get. It contained a bunch of different examples of some surprising cases of people asking, and much to their surprise, getting what they asked for.
I thought it was time to start practicing what I was preaching.
My principle business, 8:45TV is a video production business. Once in a while, I have to get stuck in to an edit, despite having fabulous and far more talented people around me. It was time for an upgrade a couple of weeks ago. I’d had Adobe’s Premiere 5.5 for a couple of years and wanted to treat myself to the upgrade to v6. It seemed to be worth the money.
So – having done my research, I bought the upgrade from the Adobe website.
I own Adobe Premiere Pro 5.5 – therefore an upgrade here in the UK to v6 costs £112.00
Having downloaded the product, I’m prompted to enter the previous serial number, which I do, however it refuses to let me activate the software.
I get on the chat helpdesk, which is pretty good, and after I described the situation, I realised I own the Adobe Production Suite 5.5 (which contains Premiere Pro and is rather an expensive piece of software) however, there is no allowable upgrade path for just one of the products within it.
Is this licensing gone mad?
Here I am, giving Adobe £112 for a piece of software (incremental revenue with no costs to them) and yet due to a technicality, they won’t license it. The operator said I’d be entitled to a refund and explained how I should go about it.
I was cross.
And so fell back on the “If you don’t ask, you don’t get post“, and decided to test out not only that concept, but Adobe’s responsiveness to customer service – as let’s be honest, most corporates fail dismally.
Adobe does not.
I Tweeted the following…
@adobe I just paid £112 to upgrade Prem (within CS5.5) to v6. Turns out you don’t allow that. Refund coming. Wouldn’t you rather have £112?
— Mark Copeman (@mark_copeman) January 28, 2013
Within 48 minutes, a very nice lady named Beverley had been in touch. She asked me for the order details and followed up with an email.
Within 15 hours, Adobe had bent their own rules for me. They’d seen sense, and someone somewhere had been empowered to make a customer happy, and importantly, both sides won.
I’m writing this post to firstly thank the nice Adobe people (who do get a bad press around licensing) and to show the proof of my own hypothesis – around the whole asking and getting thing.
The moral of the story is… Don’t get mad – try asking the right question, and you just never know…
Go on – give it a go.