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A
A22019105nzj2
Participant
November 30, 2021
Question

What the heck is wrong with customer service?

  • November 30, 2021
  • 2 replies
  • 198 views

Long story short, few days ago I contacted chat to ask two questions regarding the cancelation of my plan. Firstly, can I change it from annual to monthly? Secondly, if I cancel, do all my work (data) is lost and can I return at some point? I got a customer service person that connected to chat. The person totally ignored my questions and kept talking about cancelation itself. When I repeated, I would like to get my answers first, the person answered not correctly about what they offer and kept sending me links with no meanin (no answers in them). Uhh, if this wasn't enough, the person decided that I now want to cancel my plan and he/she will cancel it. On that I responded - no way, do not cancel my plan, I haven't decided yet. I had a positive response on that and I closed the chat. Today I received an email: 

"Your Subscription Has Been Canceled ". What the heck, adobe?

And, ofcourse, at this point I can not even find any help channel to ask adobe about this. Everything is eather hidden somewhere or they are just not available. 

 

Anyone has any suggestions for me or simillar experience?

Thanks, A.

 

This topic has been closed for replies.

2 replies

Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
November 30, 2021

Log-in to your Adobe Account below.  If further help is needed, you may update your Case from the Support History panel.

https://account.adobe.com/support

 

See screenshot:

 

Nancy O'Shea— Product User & Community Expert
Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
November 30, 2021

Nothing is wrong with what customer service did.

 

To answer your original question:  You must cancel your first plan before you can order a new one. 

There is a 50% early termination fee for Annual Plans cancelled before the 12th month of service.

Did you incur that penalty fee?  Or did the agent graciously waive the fee for you?

 

Nancy O'Shea— Product User & Community Expert
A
A22019105nzj2Author
Participant
December 1, 2021

Dear Nancy, 

 

Unfortunately, I have a feeling that you still do not want to listen to what I'm saying. With this post I'm asking: why did I get an email saying "Your Subscription Has Been Canceled " - if I did not ask to do this?

 

"Did you incur that penalty fee?  Or did the agent graciously waive the fee for you?" - this question is no matter of importance and not related to my feedback on the experience I had with customer service. 

 

Also, It would be nice if you would take a responsibility about how customer service dealt with my inquiry.

 

A.

    LinSims
    Community Expert
    LinSimsCommunity Expert
    Community Expert
    December 1, 2021

    She doesn't work for Adobe, so she has no responsibility. This is a user to user forum, for the most part. ACPs are volunteers who help out, not Adobe employees, and we can't provide support for account, subscription, billing, download, or product activation issues. 

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