Upgrade Livecycle Designer ES4

ellery79

26-10-2017

According to this KB, I should be eligible to upgrade to ES4

https://helpx.adobe.com/x-productkb/policy-pricing/upgrade-livecycle-designer-acrobat-xi.html

However, I don't receive no matter how I chat to the support here.

The first chat. Case ID: 0223514446

silver silver: Hi, according to the web page below: https://helpx.adobe.com/x-productkb/policy-pricing/upgrade-livecycle-designer-acrobat-xi.html

  Ashish: Hello! Welcome to Adobe support.

  Ashish: How are you doing today?

  silver silver: I think I am eligible to claim for the upgrade license of Adobe Livecycle Designer

  silver silver: because I have both Acrobat X and DC perpetual license

  Ashish: May I have the serial key to check and help you with that.

  silver silver: Yes,

  silver silver: Acrobat X Pro serial: ********

  silver silver: Acrobat DC Pro serial: **********

  Ashish: Thank you let me check this in a meanwhile may I have your phone number for your adobe account updation.

  silver silver: Yes,******************

  silver silver: But, please don't contact me by phone

  Ashish: Sure

  Ashish: We appreciate your patience and apologize for the wait.

  Ashish: I am going through the upgrade license policy please allow me a moment

  silver silver: OK OK

  Ashish: Thank you

  silver silver: ??

  Ashish: May I know the date of purchase

  silver silver: Which one? Acrobat DC or X?

  Ashish: Dc one

  silver silver: 25 October 2016

  Ashish: Ok, I apologize as I checked there is No upgrade policy we have please check the adobe site.

  silver silver: Why?

  silver silver: https://helpx.adobe.com/x-productkb/policy-pricing/upgrade-livecycle-designer-acrobat-xi.html

  silver silver: The following customers are eligible for a free upgrade: Acrobat Pro X (10) customers who have upgraded to any of the following newer versions Acrobat Pro XI (11) and/or Acrobat Pro DC in any licensing model/ program:

  silver silver: Quoted from the website

  Ashish: Ok, I am escalating this case to the back end team for upgradation you will get a  response with in 24-48 hours

  silver silver: OK, response to me using email?

  Ashish: Yes, via e-mail

  silver silver: OK, thank you your help, bye bye

  Ashish: Thank you for contacting Adobe, goodbye!

I receive such a reply below:

We have received your request that you are eligible for the upgrade license of Adobe Livecycle Designer. This mail is to inform you that we have a dedicated department to help you with your issue so we kindly request you to please contact us back by initiating a new live chat with case number 0223514446 so that we can connect you to the right department to resolve your issue.

The second chat. Case ID: 0189440370

Manasvi: Hello! Welcome to Adobe support.

  Manasvi: We appreciate your patience and apologize for the wait.

  Manasvi: How are you doing today

  silver silver: I am responding to the case number 0223514446.

  Manasvi: Please allow me 1-2 minutes to review your account details.

  Manasvi: We appreciate your patience and apologize for the wait.

  Manasvi: Please allow me 1-2 minutes to review your account details.

  silver silver: ??

  Manasvi: Can you please brief me wit the issue

  silver silver: OK, as said in this website, I can get the upgrade of LIVE Cycle Designer (latest version should ES4). https://helpx.adobe.com/x-productkb/policy-pricing/upgrade-livecycle-designer-acrobat-xi.html

  silver silver: Acrobat Pro X (10) customers who have upgraded to any of the following newer versions Acrobat Pro XI (11) and/or Acrobat Pro DC in any licensing model/ program

  Manasvi: Please allow me 1-2 minutes to review your account details.

  silver silver: I own both Acrobat X and DC at the same time

  Manasvi: aS I CAN SEE YOU HAVE AN ISSUE WITH LIVE CYCKE, RIGHT?

  silver silver: Yeah, I just want a upgrade licence for Live Cycle Designer ES4

  silver silver: I should be eligible according to adobe's website

  silver silver: https://helpx.adobe.com/x-productkb/policy-pricing/upgrade-livecycle-designer-acrobat-xi.html

  Manasvi: I would like to inform youn that we are not supporting live cycle over live chat, you can refer to forms.adobe.com  for the issue, there our experts will revert to your quer

  silver silver: Are you typing for a wrong URL: forms.adobe.com?

  Manasvi: You cann refer to forums and post your query over forums and our experts will revert you

  silver silver: The website address of the forums?

  Manasvi: forums.adobe.com

  silver silver: Will adobe representatives inside the forum and address the upgrade issue?

  Manasvi: Yes,, they surely will

  silver silver: OK, just end this chat and mark my issue is not resolved.

  Manasvi: Thank you

  Manasvi: Have a great day haead

  Manasvi: I surely will

What's the problem here? Do I eligible to upgrade? If not, how do I complain to Adobe?

Accepted Solutions (0)

Answers (1)

Answers (1)

radzmar

MVP

30-10-2017

I don't understand why the support saying so, because anyone in the forums can help you, as the this is a user to user forum. Most of the users here don't work for Adobe, so we cannot provide you any license information.

Anyway, from what I read you have two Acrobat licenses. But the initial offer for a free Designer upgrade required to upgrade an Acrobat X to a newer one, which means, that you don't have an Acrobat X license anymore but a newer one. If you instead bought a separate license of Acrobat DC you did not do an upgrade, you simply bought another license, which means you're not eligible.