Excuse the interruption, but I have a small rant to get out of the way. Today, for the sixth time in two years, I found myself reinstalling Adobe's Creative Suite. For those of you more familiar with the finer points of zombie decapitation than pushing pixels, I'll explain.
Adobe Creative Suite is a software package for professional use typically including Photoshop, Illustrator and other software to edit images, manage html code, edit video or create flash animations. It's great professional software and it is priced accordingly. The costs range from about $1500.00 up to $2500.00 depending upon the package you choose. New versions are released about every 18 months and upgrades are priced at $400.00 - $800.00.
So, nice software, priced for professionals, and I'm happy to pay them for their hard work. As a matter of fact I've been paying them for their hard work across 8 versions of their software. Add it up, carry the three... ok, so I'm not good at math. Let's just say lots of money over the years for various versions of their software.
The problem is that about three versions ago, Adobe realized that most of their installed user base "aquired" their software through sites such as The Pirate Bay. They were losing millions of dollars in revenue to pirated software and needed to do something about it. Product activation to the rescue.
Adobe came up with a system to verify that the software is legally installed every time it is started. Again, good for them. I want the talented, hard-working Adobe employees to get paid for their work and I want Adobe to have the funds to continue development of their software.
Unfortunately, the only time I usually need to re-install Creative Suite is when I've had a problem with my computer. The hard drive crashes or a motherboard is fried. Generally this means that I can no longer run Creative Suite because the hardware no longer works. The only way to deactivate an Adobe license is to run the software and choose "deactivate" from the help menu inside the program. But of course I can't start the program to deactivate the software and do a new installation because the original hardware doesn't work. Vicious cycle -- it now becomes clear why fighting zombies is a necessary hobby.
OK. Old computer is not accessible. I've installed Creative Suite on new hardware. Stomach knots up because I know what is coming when I start Photoshop... and there it is: a popup that says "Pardon the interruption, but we've decided to stop your workflow for a bit because we just don't trust you." Well, it doesn't exactly use those words but that's the general idea.
This screen displays a cryptic 12 digit number and gives you exactly three options:
1. "I've deactivated the software on my old computer and want to activate it on this one"
2. "I'm ready to buy a new license"
3. "I want to use this for 30 days as a trial"
Adobe's solution is apparently to hope you will buy a new license. There's no mention of how you can manage old activations. There's no phone number or support email listed. There is a link labeled "Learn about software activation" which will eventually take you to a page which lists a phone number you can call to beg for a new activation.
How about a fourth option of "Manage my existing software activations"? Since I've already registered the software and have an Adobe user account why can't I just log in, see a list of machines I've installed the software on and deactivate the old, non-working hardware?
I've had installations of Photoshop stop working because they suffered a corruption of the activation key. The software had been installed and running for months, but one day Photoshop decided it needed a vacation and stopped working. Guess what? You can't deactivate that computer either because you can't start the program.
I know that software piracy is a controversial topic and I'm not going to impose my beliefs on others. I think people should be compensated for their work and I will pay for their product. Others argue that Photoshop is only popular as a professional tool because it was so widely pirated. The claim is that most people who illegally acquire software would never have bought it in the first place so no sales are lost. They go on to say that many people who learned how to use pirated software eventually get jobs that require that software and influence their company to buy more copies.
Fair enough-- the argument is probably at least partially valid. But these same people who pirate Adobe software, easily bypassing Adobe's copy protection scheme and not paying a dime, are never hit with the inconvenience of failed software activation. Most of the people who have their work day stopped are paying customers. The paying customers deserve to be treated better than the criminals.
Everything above was written while I was on hold waiting for an Adobe agent to allow me to run my legally licensed software. 25 minutes on hold. When I mentioned this to the customer service agent he became very angry and said that I wasn't on hold, I was "in the queue". I asked if he could pass on a suggestion of allowing customers to manage their own machine activations online for future versions of Creative Suite. He angrily told me that it can't be done and that I had agreed to a software license that allows Adobe to refuse to activate their software (little bit of an implied threat there). The ferocity of his response tells me that I'm not the first to complain. I'm guessing his job really sucks.
(On a related note: Hey Apple--ditto for iTunes.)