Zak knew he had to find out what had happened and why after all this time and money he was unable to get a working copy of the software he bought. Frankly, he thought, "I'd rather be run over by a lawnmower than have to talk with the Maharishi Phil again." He was speaking from experience in both circumstances. He had a picture in his mind of Adobe customer support.
Still, since he did not really understand all this, he picked up the dreaded phone and called, 1-800-Dot-Help. Actually, he knew that thinking was bad, but it had been a frustrating several days.
The other end on the line picked up and the service representative said in a clear voice, "Thank you for calling Adobe. My name is Sam, how can I help you."
Zak: "Is your name really Sam, or is really Samir, or Samrat or something?"
Sam: "No sir, it is really Sam."
Zak: "Where are you from?
Sam: "New Jersey."
Zak: "This is not India."
Sam: "No sir, I grew up in the United States. How can I help you."
By this point Zak was feeling more than a little bit embarrassed.
Zak: "I bought this software, got a key, and downloaded the software. Now when I go to install the software it says invalid key. "
Sam: "What is the key?"
Zak reluctantly gave Sam the key thinking he had been down this road already. Sam then asked for the order number. Zak looked that up and gave it to him as well.
Sam: "One second while I look at this."
Sam came back to the phone a minute later and said, "It appears that the people you ordered the software from ordered the Standard Photoshop license, but the Pro Photoshop download. So the key you have is for Standard"
Zak: "Ok, then can you give me the rights to download the software that goes with my key."
Sam: "No sir. I can't. You have to talk to your vendor."
Zak: "I have already paid to download the software that I purchased the license for, and it is a lower version than the software I was able to download, yet you can not make this right?"
Sam: "That is correct."
Zak: "I paid for the software license and the right to download it, yet Adobe will do nothing so that I have what I paid for. Is there nothing you can do.?"
Sam: "I can mail the software to you or your can talk to your vendor."
Zak: "You can mail the software, but not make it available for download."
Sam: "That is correct."
At this point Zak could not take anymore. He said,"Please go ahead and mail the software."
Sam: "I will take care of it. Your order number is 1239999939359898590932."
Zak: "So there is nothing I can do to get you guys to make the software available for download, since that is what I paid for?"
Sam: "No Sir. That is our policy."
Zak:"Thank you for mailing the software. I understand there is nothing I can do but wait. I will have to complain about all this, if I can figure out who to complain to. It has been a ridiculous process."
Sam:"Feel free to complain all you want. Your order number is 1239999939359898590932."
Zak: "Goodbye Sam"
Sam: "ALVIDA Zak."
Four days later the software came in the mail postmarked from Mumbai, Indian.
