Nice time spent with the support

 

I had a 4-hour time with various support agents today and can't withhold the story from you:

 

So first, I wanted to ask if I can empty my Creative Cloud Trash / Deleted Files folder with one click. The first support agent was very nice (Anushka), unfortunately she couldn't help me, and since I was going to let my annual subscription expire this year anyway, I had her connect me to a support agent who could help me cancel.

 

So I wrote to this support agent (Kumud) and the issue was that I didn't want my subscription to continue after my annual subscription expired in October 2021, meaning I didn't want it to be renewed. After this agent explained to me again that he was now setting it up on my account so that my subscription would not be renewed after October, all of a sudden my Creative Cloud shows me that my fonts have been deactivated. I launch Indesign, Adobe tells me it can't, I don't have a subscription.

This support person just deactivated and removed all my remaining subscription without my consent. When I told him to reactivate it and that was not what we had discussed, he wanted to give me a new discounted offer. I took screenshots of the chat transcription and downloaded and saved the transcription.

I then went to a new support agent and explained the situation to him (Shaikh T.). This gentleman explained to me that my mistakenly cancelled subscription could not be reactivated. So far so good. So this gentleman offered me the following: He wanted to refund me "as a gesture of goodwill" 119€ from my subscription. When I pointed out to him that 3 months or 1/4 of my annual subscription had been wrongly taken from me and that the amount of the refund he offered was not 1/4 of my annual prepaid payment, he simply left the chat without comment.

Now I come to the next support agent (Vikram S.), 2 hours have passed in the meantime. After taking a few minutes to read my case, he directly said, we'll take care of it and send you an email, here's 7 days trial subscription to keep you working. That was the best support agent of the day.

Still, I am pissed off, first of all how can you hire such scurrilous guys as support agents like the first two. The first one just completely misunderstood my request and made sure I can't use my cloud and programs at all even though I need to keep working with it and I payed for it (yearly prepaid subscription). The second one bizarrely tried to rip me off with a false refund price.