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C
centaurincident
Participant
January 16, 2017
解決済み

Charged for Video Downloads During Adobe Stock Free Trial Period

  • January 16, 2017
  • 返信数 3.
  • 3565 ビュー

I signed up for the Adobe Stock 1 month free trial on December 20 2016.

Today, I chose 10 videos, and downloaded them. And I saw to my horror that I have received email receipts for each video charged at $79 and in 2 cases $199. I am still within the first month trial period. My bank account web site shows pending charges for each of the 10 videos.

I simply logged into Adobe Stock and chose the videos I wanted. I did not have any options to click or types of licenses to pick.

I used the chat functionality to contact support. I chatted with a man named Manish. He seemed to want to tell me that I had chosen Adobe Stock "on demand" instead of Adobe Stock. I did not see "on demand" indicated anywhere.

This is very misleading. There was nothing I saw on the Adobe Stock web site to indicate that I was doing anything other than following up on the offer I had signed up for. Now I am being charged over $1000!

Manish did not resolve the issue for me. I asked for his manager to call me back, but he ignored that request. He finally wrote to me that he was escalating the issue and I would hear back from escalated support within 2 business days.

This is really unacceptable. I am being charged around $1000 for assets I had expected to be free. I cannot afford this. Adobe: please rectify this situation. I have been a customer for many years.

このトピックへの返信は締め切られました。
解決に役立った回答 WendellaBee

 

The subscription includes standard assets. The plan description tells what assets are included.

https://stock.adobe.com/plans

 

 

返信数 3

S
SMcreative3644190
Inspiring
February 11, 2021

How is this considered a correct answer to a systematic problem? I'm not interested in stills. What's even the point of an Adobe Stock Subrscription if you still have to pay for each download?? 

    S
    SMcreative3644190
    Inspiring
    February 11, 2021

    It stated 10 assets per month are included in the subsciption. "Assets" is an all inclusive category meaning video, audio, or photos. If it the terms of the agreement are images only, that needs to be stated BEFORE taking our payment information.

    WendellaBee
    Adobe Employee
    WendellaBee解決！
    Adobe Employee
    February 11, 2021

     

    The subscription includes standard assets. The plan description tells what assets are included.

    https://stock.adobe.com/plans

     

     

    johnp835639
    johnp835639
    Participant
    May 13, 2019

    Another frustrating aspect about the Adobe Stock trial: When you sign up for the trial, you cannot immediately cancel it. You get instead a message saying "You'll be able to manage your plan shortly."

    Now, I find it extremely unlikely that this delay is necessary for any technical reason. Actually, I'm willing to bet that it was intentionally built into the process after Adobe's marketing people realized that some fraction of trial users, upon discovering that "assets" do not mean videos, or after downloading the images they wanted on the spot, would immediately try to cancel their trial to avoid the automatic charge. Putting in the delay (which admittedly was only about 10-15 minutes for me) prevents these users from cancelling at that moment; as a result, some fraction of these users move on with their lives, forget about the imminent charge, eventually get charged, and only then cancel.

    In short it's a scumbaggy trick designed to boost revenue. I could be wrong, but that is my conjecture.

      Beverley Gray
      Beverley Gray
      Inspiring
      January 16, 2017

      Hi there

      The Adobe Stock trial is for 10 standard images.  Videos are only available to purchase on demand and are not part of a subscription plan. See Common Questions, Adobe Stock

      Your case has been escalated and you will be contacted by the support team shortly.

      Kind regards

      Bev

      C
      centaurincident作成者
      Participant
      January 16, 2017

      Hi Bev,

      Thanks for taking the time to respond and for sending the link to the help page with the information about videos.

      I did not see that page as I was clicking around the Adobe Stock web site. It's not easy to find. The messaging about what constitutes an "image" is not very explicit or clear.

      There is no explanation of it in the legalese at the bottom of the confirmation email I received from Adobe when I signed up for the 10 free image trial subscription.

      And the page you sent me the link for is a couple of clicks away from the very small links at the bottom of the Adobe Stock web site pages--"License Terms" and "Learn and Support."

      It is also not clear from viewing the License History page on the web site that I am downloading assets that are not included.

      I really hope that Adobe can do the right thing and refund me in this situation. If a tech wants to remote into my computer and delete the files and empty the trash, that is fine with me.

      Thanks again.

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