Why do Adobe products cost more to download than buy off the shelf in Europe? Why do they cost way more than they do in the US? Do US upgrades work with UK products? Why doesn't Adobe respond to Customer Support e-mails? Good questions: now here for the answers...
17 June 2005, Adobe Customer Service 020 73 65 07 33
I'm ringing because I didn't get a reply to my fax or e-mail, which I sent some time ago. I own a licensed version of Photoshop 7 and am interested in an upgrade to Photoshop CS2 for Macintosh. On your Store you are selling the boxed upgrade for £140 and the downloadable upgrade for £144. Can you please explain why it costs more to download than receive the media and printed manual?
The Online Store is based in Ireland so Irish VAT is charged on the download. I think that's about 22%.
[It's actually 21%, vs. 17% in the UK]. Can you explain why the same product costs $US150 from the Adobe Store in the US (that's approx. £80)? Obviously this discrepancy has nothing to do with exchange rate or tax.
I understand where you're coming from. I have a written statement on this which I'm not going to read out to you. Basically what it comes down to is that everything is cheaper in the US.
[I asked if he could e-mail me the statement.] He did, and here it is:
Why are European products more expensive than UE or American products?
The price of software in EMEA reflects both the additional expense to develop and test Adobe's applications for local markets and operating systems, as well as for the delivery of complimentary Warranty support. Adobe's complimentary Warranty support covers product installation and defect issues for the life of the current version of Adobe's desktop applications.
Although Adobe Europe and Adobe US are different parts of the same global company European Marketing strategies and pricing are not directly related on those used for the US. The prices are not simply converted from the dollar pricing used for US products, therefore, the pricing used for each country in the EMEA region may vary.
If I have a friend in the US send me the US upgrade, will it activate using my UK-purchased Photoshop 7 edition?
No, because the language tag is different it won't install. And there will be no product support.
[This statement is false concerning the English version. It does activate, you can register, and there are no apparent UK English localisation differences e.g. "colour" is still "color". Guess how I know?] Finally, any idea why I never received a reply to either my fax or my e-mail?
I'm the only person responsible for e-mails here. I get over 200 a day. I just can't respond to them all. That's just how it is. You're best phoning Customer Support.
OK. Thanks for your help today. Bye.
It's even worse now, check out this price difference:
CS3 Web Premium Bundle
European Price €2,055.79
US Price €1,196 (converted from $1,599)
That's nearly double the price. There's no way to justify that!
I can actually get a return flight to the states for less than the price difference. I don't buy their argument one bit.
That's a big difference alright Kevin. I've been looking at the CS3 Photoshop upgrade; it gets progressively more expensive as you buy in the US, AU, EU, UK. As you say Adobe are clearly dishonest about the reasons for price differences in each market. They charge what they think they can get away with.
You are right about that Bruce! That's why we pay over the odds for products, and suffer worse service in the UK, because most of the population will not stand up for themselves and demand better from these companies. They can get away with such vastly inflated prices because nobody complains!
I think Adobe might be getting a letter from me. It might not do much, but I'll feel better for it!
Everyone,
it's time to take action in this matter and sign the recently launched online petition.
If you've got a moment to spare, please, voice your concern and forward the link to others!
With regard to Adobes excuses about Irish taxes, lets take alook at this article shall we?
I was pretty annoyed to see the price difference yesterday whilst shopping on their site.
I ended up buying from the US store with a US credit card (lucky I have one). I got web studio cs3 and it installed on my PC here in the UK no problems. I really have no need for "support" and as you mention the product isn't localized for the UK and I downloaded, so no shipping etc. The pricing difference is ridiculous, I hope enough people notice this and complain.
Adobe UK vs US pricing
I've spent hours trying to find a way to buy from the states simply on the principal of not being part of adobe's ripoff. I found a long establised US store that will do global shipping and the total cost of a cs3.3 web premium upgrade is £300 inc express international shipping as opposed to about £460 if buying from Adobe in the UK. I guess I take the risk of the upgrade not activating (doesn't sound like a problem) but I'd prefer that than bend over for Adobe to spank me. Do they think they can run wild now that they own Macromedia? Look how fair Apple's UK/USA pricing is by comparison!
In 12 years as a pro software user I've never called anyone for support cause the answers always seem to be out there on the net. Can't Adobe just make support a seperate product?
By way of reassurance on that score John, and to counter Adobe's misinformation, I started with a UK version of Photoshop 7, upgraded it with a US version of CS2, then upgraded that with an Australasian CS3 version. Activation was never an issue.
I'm sitting with huge price differences in South Africa, too. Bought the Master Collection upgrade here for $1799.00 US vs the USA store price of $1399.00.
Now I'm looking at Director 11 for $385.00 as opposed to $299 in the US (both as a download - and probably from the same server). None of these products have been localised for my region and are EXACTLY the same as the USA releases!
I pay the same price here for Amazon.com product whether it ships from Ireland or the States. Same goes for the Mac I bought here to test my Director X-platform files. What is this "additional expense" to test for local markets, etc.?
Adobe has no representation in my country beyond resellers, so where is the cost? I bought the Director mx2004 upgrade direct from Adobe USA store over the phone last year and they billed me an extra 40% on my credit card because of my phone number!!
I think that sucks... c'mon Adobe - play fair!
Andy