JaiGieEse Loc: Foxworth, MS

I thought to give you a heads-up about a rather sticky issue I’ve encountered as a result of information passed along by Scott Kelby on last week’s LightroomCC launch webcast.

During that webcast, Scott announced the availability of a special offer available via B&H Photo/Video, specifically, a 12-month subscription to the Adobe Photography package - PhotoshopCC/Lightroom CC - for the discounted price of $99.00. As this is a nice discount, I immediately placed an order with B&H, even as the webcast continued. Shortly thereafter, I rec’d an email from B&H confirming the offer. After another short wait, I rec’d another email from B&H, this one containing a tracking number for the package and a delivery date of April 24.

I immediately queried B&H, because I’d been under the impression that all Adobe Creative Cloud packages are accessed via download, rather than on physical disks. I was informed by B&H that an immediate download of the Photography package is indeed available, but only at Adobe’s full price. In order to get the special offer price, I was required to await delivery of a small package, an envelope, I presume, containing a link to download the software, together with an activation code. B&H DID indicate that I'd be able to renew my subscription over subsequent years at the $99 price.

I wasn’t at all pleased by this delay, but inasmuch as B&H promised to have this package in my hands in three days, I decided the savings gained via this offer was worth a short wait. So I went about my business, expecting to have the new software on my computer by the end of last week. I was soon disappointed.

A check of the tracking number provided by B&H and UPS showed the package had been forwarded as far as Secaucus, NJ, and there it seemed to stop. I checked again on the morning of April 24, the promised delivery date, and the UPS tracking window showed my package was still in Secaucus, NJ. I immediately contacted UPS via email, and their representative got back to me quickly, in less than an hour, to say that the package was on schedule and that I would receive it on the 24th.

I waited until nearly nine o’clock that night, and with no package having arrived, I again contacted UPS. This time, I was told that the package had apparently been lost. They had no idea how this might of happened, nor could they say when I might receive my package. By this time, my banking records indicated that B&H had taken the $99 package cost from my bank account. UPS suggested that I speak with B&H.

This I did, again contacting B&H via email, and I received shortly thereafter two conflicting emails from them. One stated that my package would be re-shipped. The second indicated that I’d been given a $99 catalog credit. I wrote right back, telling them that I was not interested in a catalog credit, that I wanted the software for which I’d already paid.

This resulted in yet another email indicating that my order would indeed be reshipped, but that it was on “back-order” and that I’d have to await their receipt of new packages from Adobe before they could ship. They provided no estimate as to how long this would take. That was a day or so ago. Yesterday, Monday, April 27, passed with no package in my hands and no further indication as to when it might arrive. Last night, I decided to check the UPS tracking number provided some days ago by B&H/UPS and to my surprise, I discovered that my package had been located in Austin, TX, and that B&H had requested that it be returned to them.

More confused than ever, this morning I called B&H’s customer service phone number and explained my quandary. The CS rep checked my order number and he confirmed that although UPS had not indicated this in its earlier tracking information, the package had indeed been shipped to Austin, TX, and that B&H had requested that it be returned. I then asked when I might receive the software for which I’d paid a week ago. This rep confirmed that the package was on back-order. I asked how long I might have to await delivery. He said - seven to 14 days, at a minimum - and that B&H would not guarantee even that.

At this point, my patience was exhausted, so I demanded an immediate refund. The rep processed this at once. As of 12:15PM CDT today, April 28, this refund has yet to appear in my bank account. Once it does appear, I was again attempt to obtain this software, most likely at full price, directly from Adobe.

I have to say that I am extremely disappointed with Adobe, B&H and UPS because of this affair. All three of those firms enjoy a good reputation, but I begin to wonder. My tendency, at present, will be to use FedEx for any future shipping I might require.

And there is one other troubling thing that’s cropped up in connection with this “special offer.” It was on UHH - yesterday, Monday, April 27 - that I encountered a post by another member which added to my questions. This gentleman said that he, too, had availed himself of the B&H special offer, and that he’d rec’d his package on schedule - the package being a card containing a download link and an activation code. Upon attempting to download the Photography package software, he was presented with a window which demanded that he enter his credit card number, so that an additional 12 months access could be billed. Apparently, Adobe wanted him to pony up for two years in advance.

The fellow elected not to provide his CC number, instead calling an Adobe customer service number. He was connected with a gentleman with a thick East Indian accent, who got him set up so he could download his pre-paid software with no further billing.

This whole affair has left a decided bad taste in my mouth. I do want the new Lightroom software, and it seems that I MUST get it via the CC if I wish to have access to incremental updates. To have to acquiesce to this and then to be confronted with demands for additional billing and with the B&H/UPS run-around to which I’ve been subjected is infuriating.

Be interested in hearing from others here who may have had problems with this "special" offer. B&H has a good rep, and it surprises me that they would be involved in something like this. Again, as to UPS, in the future, when I contract for shipping, it will be via FedEx.

Screamin Scott Loc: Marshfield Wi, Baltimore Md, now Dallas Ga

I got my code last Friday but have not installed it yet. Let me do that now.

traveler90712 Loc: Lake Worth, Fl.

You could have contacted the B&H rep here that monitors this forum.
Send a PM to Hershel(search user list for Hershel) and explain the situation. Hershel will help resolve the problem.

JaiGieEse Loc: Foxworth, MS

I will hope that this Hersel will investigate this. I have to say that this affair makes me hesitate to do business with B&H in the future.

Besides, I made SEVERAL attempts to get this resolved by B&H (and UPS) via their email and telephone customer service. Please do not suggest that I have not tried to work this out. Re-read my original post.

Screamin Scott Loc: Marshfield Wi, Baltimore Md, now Dallas Ga

Installing it now. The CC info is so they have a payment means when the renewal comes up.... One point that isn't kosher is that the renewal cost is the prevailing cost at the time of the renewal, not B&H's initial cost...

traveler90712 Loc: Lake Worth, Fl.

Sir, I never implied that you did not contact customer service! I suggested that you directly contact Hershel, thru a PM here. Hershel has resolved many problems that Ugly users have encountered.

LFingar Loc: Claverack, NY

Let's see:
Package lost. UPS at fault.
Unknown wait period for back order. Perhaps B&H should have ordered more in the first place, but I would put this one on Adobe.
Credit card needed to install. Adobe again.
Price discrepency for renewal. Looks like someone at B&H may have given you the wrong info. It's also possible that the actual renewal would be at $99.
All in all, I don't see where B&H did anything terribly wrong. They offered a full refund with no problem, right? The one year subscription would have started when you installed, so having to wait a few days, or even a few weeks doesn't seem like that big of a deal to me. Sometimes things just don't work out the way they should. It happens.

Screamin Scott Loc: Marshfield Wi, Baltimore Md, now Dallas Ga

"My tendency, at present, will be to use FedEx for any future shipping I might require."

Be advised that Fedex also has issues. I had to go to their local warehouse one time to get my package (a computer)... I myself prefer UPS & USPS although they (USPS) have had issues recently for me (a "priority package took 8 days to come to me in Atlanta from the West coast where normally it only takes 3 days)

JaiGieEse Loc: Foxworth, MS

Hm. I did ask, and the B&H (email) rep confirmed that the renewal cost would again be $99. The email stated that Adobe had confirmed the continued availability of the $99 annual cost.

JaiGieEse Loc: Foxworth, MS

Perhaps not a big deal to you, but the announcement of this special offer, via KelbyOne, made NO mention of the necessary 3-day delay. Neither did the B&H order page. It was only when I asked why they were shipping me a download link/activation code instead of providing it with the emailed conformation offer, as would be the case when one orders the full-price package, that I learned of this shipping delay. After learning of the lost package delay, I requested that they simply email me the link/code, but again they refused. When I questioned this further, they stated that Adobe requires this method, so that it could process the order and get it ready to activate. So, um, it takes three days to get a download ready to go if I pay at the reduced price, but I can get a code/download link immediately if I pay the full price?

I'm not necessarily blaming B&H for this, but I am thinking that if B&H is so willing to make things right, they could have gotten me a code via email, after I'd paid them and waited eight days, instead of telling me I'd have to wait one or two more weeks - maybe - to get my software.



Not a big deal? I suppose not. But, y'see, I maintain a website, whereon I sell prints, etc., and I've a batch of prints that need work. I was hoping to get to them with LRCC instead of LR 5.7, and had already waited a week because of this order. Maybe a week's worth of your time is no big deal. It is to me.

And, as you point out, they did promise a full refund. I am still waiting for same to appear in my bank account.

Lastly, a couple of you seem to be taking me to task here for pointing out a problem. My purpose was to relate what befell me, in order to see whether my issue was isolated or was part of a larger issue. And also to give others a heads-up about a potential issue. So excuuuuuuuuse the futz outta me for daring to complain when something I purchased, based on an advertisement, doesn't turn out to be what was promised.

MtnMan Loc: ID

They sure do. I tracked a package to be delivered to me in Boise on Saturday. It was reported into Boise the night before. It wasn't delivered...and they claimed weather delay. It was sunny and 70 degrees in Boise that day (about a month ago).

They then told me they'd deliver it on Tuesday because they don't come out my way on Monday. I explained to them that was unacceptable. They delivered it at 8 AM on Monday.

It turns out they use a contractor for delivery in my area. He took off to play golf or something rather than deliver that day to my area and had found he could check the "weather" box and get away with it. I hope they fired him.

Peterff Loc: O'er The Hills and Far Away, in Themyscira.

Sorry to hear about your problems. Even with the best companies things do go wrong. These guys do seem to be trying to fix it for you. It is frustrating, but nobody is perfect. You identify good organizations by how well they deal with exceptions and it does sound like all of these guys are trying to untangle this mess for you.

Good luck!

jethro779 Loc: Tucson, AZ

It seems to me that you put the cart before the horse. As I remember they announced the fact that you had to get the card with the promo code to download the special offer. Of course the webcast I watched was the last one of the day.

JaiGieEse Loc: Foxworth, MS

I didn't see the last webcast. I did see the third and fourth. The last was the fifth. No such announcement was made on the earlier webcasts.

Why do you people keep wanting to paint me as the bad guy here?

LFingar Loc: Claverack, NY

Not taking you to task. Just pointing out that B&H was not the cause of your problem. They offered their customers a good deal. For whatever reason you didn't fully understand the terms but there was nothing to stop you from asking for a refund when you found out about the 3 day wait. You could have asked for and received a refund at any time during the process. You didn't until much later, so your problem didn't actually start until UPS misplaced your package. I say misplaced because it was found and would have been delivered if you had let things play out for another day or two. That's how it works. Every shipper on the planet loses or misplaces packages. UPS is probably better then most but in this case it was your turn to get the short end of the stick. In my opinion the only thing really worth complaining about is the way Adobe seems to have gone about marketing the item.