My wife is going back to school for Photography. While purchasing the software she needed, she found herself on JourneyEd.com. In her haste she ordered the Windows version instead of MAC, but hold on. Here’s my question. Why isn’t someone given the option for either right up front? We had to search to find the MAC version – here’s a screen shot from their website making it appear as if the Windows version is the only available version of this program (I can assure you it isn’t):
Where is the MAC version of CS5? Hmmm. Let’s do a search..
Searching for “CS5″. Nope, nothing came up.
Searching for “Creative Suite 5″ Ahhh! There is is:
So my first question is, why is is so hard to find the MAC version? I would think this would be the more sought after version for a program like Creative Suite 5. So Maybe JourneyEd.com is trying to push Windows version inventory? Maybe they bought too much from Adobe? Your guess is as good as mine. Also notice the practically microscopic image indicating which platform it is for, but the REAL question is, why wouldn’t both be present if both are available? Why do some products show both symbols in one product and only symbol on the others with two completely separate listings for the same product where the only difference is the platform? This is disgusting, especially when my wife called to explain that she didn’t realize it was the wrong version until she went to install it and couldn’t and we were simply told that JourneyEd’s policy is no returns if the package has been opened. Even if we haven’t used it?! The women we spoke with (I got involved at this point) told me they take a loss. I find that very difficult to believe – I am sure it could be sent back to Adobe if necessary for re-packaging – even if the disc couldn’t be used that is easy to replace for pennies. In fact, let’s check Adobe shall we?
We even asked her if Adobe could help us and she said something about “only if they reject the product”. Well I found out that this was an out and out lie – read on to find out more..
First you don’t need JourneyEd to but student edition software. Just go right to Adobe:
http://tryit.adobe.com/us/cs5/student_teacher/?sdid=FXOVU Looks like it’s just $0.05 more. Let’s see if Adobe’s return policy makes it worth the extra $0.05.
Well for starters – the Adobe site gives you a drop down so you can be sure you’ve chosen the right verion:
Oh and look! I can buy a download version here. JourneyEd.com doesn’t even offer that. I have to wait for a box. A BOX!!!! It’s a very nice box. Pretty with lots of shades of purple! OK calling…
Amazing. The first CS rep hung up on me because he was clearly reading from a script and that makes me crazy. He asked to verify my account with “adobe” and I explained there was none because we bought from a re-seller. So he goes back to the same script and and again asks to verify my “adobe” account. At this point I am annoyed and I began talking to him like a 5 year old telling him “OK You’re not listening to me and it’s really important that you pay attention here”. Next he asks if I have registered the copy of the software. Now we’re really getting off track so I raised my voice (just a hair) and explained “that’s the whole point – we can’t register it, we can’t even install it because it’s the wrong version”. They need to teach these guys that as a customer service rep, the basic underlying skill is the ability to listen. If they can’t listen they should be working in another field. They can go into telemarketing and read a script!
So I called back. This time I got a rep who actually spoke my language (this was a relief). “Paul” explained in a couple of short minutes that all I need to do is provide proof of our purchase and a serial number for the product. They will use this information to verify the purchase with the re-seller (journeyed.com) and once they’ve done so, I get a full refund!! Now it was worth it to me to spend the hour or so because I am talking about approx $500 here. In the meantime I made good use of this time while waiting on hold writing this blog post so I can share the experience with you!
I called back once I had the information together and spoke with a gentleman named Curt. He was so helpful. I had to hold while he researched the issue to find out how he could help me. The JoureyEd.com Customer Service Manager wasn’t willing to do this much for me. Bottom line on this with Adobe was that all I had to do was upload a PDF of the e-mail confirmation to their site and within 24 hours I will have an answer and/or a refund via Check in the mail.
The moral of the story is twofold;
- Do not ever buy anything from JourneyEd.com. Their customer service is rigid and unhelpful not to mention their website is misleading as shown above.
- A simple web search for “Student Edition Software” will get you lots of other places to go for your student edition needs and you can buy direct! So do that – it may cost you more, but it’s worth it to me for the better customer service.
One thing’s for sure – I will not be purchasing anything from JourneyEd.com in the future unless they make it up to me by giving me the full version of Cs5 for Windows for free – that would restore my faith 
Adobe on the other hand proved to be a Customer Service Power House on this one.
Nicely written, Seth. Good to know information. Adobe is a powerhouse in general, they’d better back that up with a smooth customer service dept.
I have purchased Adobe software in particular several times through JourneyEd over the last 8 years and have never had trouble with finding the Mac version of the suite I was purchasing. The last purchase was the CS5 Master Collection and I was on the phone several times with Customer Service to check ship date and delivery. They were helpful and no trouble at all, though granted I did not have a return.
Also, I think the icons are large enough and pretty plain jane as to which OS they are made for. By the way, adding “mac” to the JourneyEd “creative suite 5″ search turns up only Mac software…. Sorry you had such a bad experience with JourneyEd — mine have all been good.
My biggest issue was with the fact that the customer service “manager” we spoke with showed a complete and utter unwillingness to help. Clearly we had immediately ordered the MAC version, she could have checked that and at least said that she would look into the matter as far as getting us a refund on the PC one.
The icons are obvious enough to someone who knows what to look for – my wife was not experienced in these things as she has never even used a MAC before recently when I bought her the MAC Book Pro. The bigger concern there is that I should have once product to click on and then be given the option to choose MAC or PC. This would have called attention to the fact that one needed to be specific and would have saved me $500. In the end I was able to get satisfaction directly from Adobe so that is where I will be going for all of my future purchases.
For the Master Collection, it looks like JourneyEd is the best bet – $599 vs. $899.
I would rather pay the extra $300 knowing that my problems will be addressed by someone who actually cares!
JOURNEY ED IS THE WORST ONLINE RETAILER I HAVE EVER EVER EVER DEALT WITH…
After 15 days of waiting for them to ship my order…. and them not responding to my emails and phone calls… I finally canceled the order, and got the same items cheaper and faster form another web site.