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FABIEN5EF2
Participant
December 23, 2020
Answered

Why is Adobe blocking licence downsizing ?

  • December 23, 2020
  • 2 replies
  • 439 views

This a startup story facing Adobe customer "support" reality.

 

I've been using Adobe programs for 25 years, created agencies, etc. Then I founded a new startup, we were 3, subscribed to 3 licences mid november. After 2 weeks, two were gone, just one remaining (me). That's life, covid, entrepreneurship and it's ok, we all face these things. But the way suppliers behave sometimes is not. Especially Adobe : here's why.

 

It was just made impossible to downsize licences from 3 to 1:

 

  •  First because the admin console was displaying various errors the cancelling period (amazing, nuh ?), and still does. It only works if you wish too spend more.

 

 

 

  • then because someone on the helpdesk said I had to pay around 700€ if I wished to do that now (11 days after the "first month"). Guess what : the "download the conversation" button didn't work neither  (but I kept screenshots).

 

Thanks for your support Adobe Team, this was really a fantastic experience (don't use this quote without the whole texte guys).

 

All my other SaaS partners were understanding and willing to adjust, as far as I was willing to stay as a client and fight during this covid period, not as easy for startups as for everybody. The best partner was Zoho, the worst was Adobe.

 

So I think I will simply close all acounts and look for another partner. If you had similar experiences - just tell me who you decided to trust after that. It already seems already I'm not alone.

 

Merry Christmas 😉

    This topic has been closed for replies.
    Correct answer FABIEN5EF2

    Jeff, it's okay, every had to deal with 2020, everybody lost friends, employees, sometime moe.

    I knew the conditions, what I didnt know was that the admin console would bug during the cancellation period and that afterwards the message will be sorry, now pay half a year fro 3 people even if you are alone and don't nead 2 licences out of the 3. This is just an unebelievable way to do business, and the reason why I'm looking for alternatives after having paid Adobe every single year since 1996 (and I was not asking to cancel everything, just the 2 licences I was unable to cancel because of "bugs"). Now I just want to leave this and rebuild my studio with trustworthy partners.

    2 replies

    Jeffrey_A_Wright
    Jeffrey_A_Wright
    Legend
    December 23, 2020

    Fabien, I am sorry that you have encountered so many problems this year. I reviewed the case ADB-17101967-G8J1 and can confirm that we charge a cancellation fee when ending an annual agreement.  You can find information on the cancellation process at http://helpx.adobe.com/x-productkb/policy-pricing/cancel-membership-subscription.html.

     

    You are welcome to request that an exception be made, but those conversations will need to occur by working directly with our support team.  Please use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to update support case ADB-17101967-G8J1.  I would also recommend you provide more details on why the company downsized, especially if related to the current pandemic.

     

    I will also move this public forum discussion to the Enterprise & Teams forum as this is the only public forum designed for these membership types.

    F
    FABIEN5EF2AuthorCorrect answer
    Participant
    December 23, 2020

    Jeff, it's okay, every had to deal with 2020, everybody lost friends, employees, sometime moe.

    I knew the conditions, what I didnt know was that the admin console would bug during the cancellation period and that afterwards the message will be sorry, now pay half a year fro 3 people even if you are alone and don't nead 2 licences out of the 3. This is just an unebelievable way to do business, and the reason why I'm looking for alternatives after having paid Adobe every single year since 1996 (and I was not asking to cancel everything, just the 2 licences I was unable to cancel because of "bugs"). Now I just want to leave this and rebuild my studio with trustworthy partners.

    Jeffrey_A_Wright
    Jeffrey_A_Wright
    Legend
    December 23, 2020

    I am sorry to hear that, Fabien. Case ADB-17101967-G8J1 is currently still in progress, if you change your mind, about requesting an exception, then please use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to update the case before it automatically closes.

     

    You are also welcome to reference this public discussion as part of your update.

    LinSims
    Community Expert
    LinSimsCommunity Expert
    Community Expert
    December 23, 2020

    You do know that you're not talking to Adobe customer support here, right? We're users just like you are who are willing to help others out, but we have no access to the Adobe backend. 

     

    I suggest you try contacting customer support again and mention that you are having financial issues due to the pandemic. This past summer, at least, Adobe was often willing to waive fees for a few months or otherwise be more flexible with its fees. This is not an official policy and seems to be handled on an individual basis. There is no guarantee that your fees will be waived. You will have to talk to customer care directly and work something out with them.

     

    Click the following to contact Adobe customer support staff for help: 

    https://helpx.adobe.com/contact/support.html

    You must be signed in with your Adobe ID and allow cookies in your web browser for this to work.

    This is the link to the US website. If you are not in the US, the site should redirect to the page appropriate to the region associated with your ID.

    Click the chat icon at the bottom right of the page to open a chat session. Typing AGENT into the chat window should connect you directly to a CSR rather than the AI.

    You can also search this page for a regionally appropriate phone number for customer support.

    https://helpx.adobe.com/contact/phone.html.


    Be aware that because of the pandemic, wait times are far longer than usual due to reduced staff and higher demand. Please be patient with the people to whom you speak. Like you, they are feeling a great deal of stress. A little patience and understanding will go a long way to helping you in your particular situation.

    F
    FABIEN5EF2Author
    Participant
    December 23, 2020

    Of course I know.

    Of course I tried already all this.

    The answer was a copy-paste of general conditions.n

    The call cnter ever checked the impossibility to cancel, never checked the errors messages, just requested money.

     

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