Skip to main content
D
DoronIT
Participant
March 5, 2020
Question

Wish adobe had better customer service

  • March 5, 2020
  • 1 reply
  • 892 views

I have been using Adobe for my workplace for years. Every time I need to contract adobe it's such a HASSEL!!! If my workplace did not need Adobe products I would drop them in a heartbeat. It would be great if they give their customer the ability to switch from month to month to year to year without being penalized for it and paying outrages pricing.  But they don't care about there customers to do that I hope one day they change the user experience to better serve their customers.  Right now my workplace would like to pay for 1-3 years of service I had called adobe and no one cared and told me they can't help until my account Anniversary date or I would have to pay a penalty despite the fact we are willing to pay 1-3 years in advance for the products we currently use all we like was to get the better pricing for year by year subscription If adobe would like to contact me feel free to.

This topic has been closed for replies.

1 reply

S
SJRiegel
Legend
March 5, 2020

If you are currently on a month-to-month subscription, then your Anniversary Date should not be relevant. It's possible that the CSR misunderstood what you were trying to do.

    D
    DoronITAuthor
    Participant
    March 5, 2020

    I have called back several times and was very clear on what I wanted to do. I asked to switch my account to a year to year account.  At that point, I was put on hold waiting for a bit then was told I would have to pay a cancellation penalty or have to wait until my Anniversary Date to switch. I then asked why can't I go to a year to year I was told there's nothing they can do until the Anniversary Date or pay the fee.     

    T
    Adobe Employee
    Tom Pattyn
    Adobe Employee
    March 6, 2020

    Hi Doron,

    That is indeed the policy, CSR can't change your subscription mid-contract without cancelling it and so "Should you cancel after 14 days, you’ll be charged a lump sum amount of 50% of your remaining contract obligation and your service will continue until the end of that month’s billing period."

     

    If you have Team or Enterprise licences, then you should have an Account Manager, this should be your first point of call as (s)he might be able to get your subscription changed and waive the fee. I can't guarantee that your account mamnager can do this  as every case is different, but it's worth a shot.

     

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices