Adobe stole my money

[Remco27723511x0hv]

I know this ist he community forums, but support has not been useful, therefore Im sharing my case with you. Personally, I have very little respect for this company, but it is up to you to decide what you think about this.

Day 1) I took a Adobe Acrobat Premium via Google Play Store.

Day 8) I decided to apply for a refund because the premium version did not do what I like to. According to European law I can get a refund on digital services up to 14 days so no problem

Day 10) Google denied refund

Day 15) I noticed my refund didn't go through, I asked google whats up? but their support could only say one thing: "we received a refund request, but it doesn't meet our policy" without able to tell me which part didn't meet the policy. The suggested me to ask for a refund directly at the developer

Day 17) Contacted Adobe to request a refund explaining the story above. After a few failed attempts I got a nice employer who wanted to help me

Day 19) Received response from Adobe that the purchase does not meet the refund requirements as it is more than 14 days ago. Support employer suggested me to attach google conversation to the open ticket

Day 19) Added google refund conversation, admitting my mistake not asking for a refund before day 14, as I did not expect my day 8 refund request wouldn't go throught.

Day 28) Send another mail on the still open support request mentioning I haven't received a reply for a week, if there are any updates?

Day 28) Refund request was honoured: "We would like to inform you that your plan has been canceled from our end hence we are closing this case".

At this point I was happy with any outcome. It was my own fault I made a refund request after 14 days, even though I blame google for not being transparent. But glad my refund request was honoured. However now comes the nasty part.

Day 42 and forward) Contacting support to ask update for asking when I will receive the money back

Really unhelpful:

1st contact) You don't have an active premium description --> then ignores me

2nd contact) You don't have an active premium description, you should ask google for a refund

3th contact) Yes we cannot give money back if it is bought from a 3th party, you should contact google

4th contact) Directly calling support, finally finding someone that escalates this to his manager, then next day receive a response: "Adobe will not Provide refund if the plan is cancelled beyond 14 day return policy."

All cases were closed immediatly so unable to respond on those. So basically a party within Adobe honoured my refund request despite it being later than 14 days, but failed (forgot?) to return the money, and now nobody wants to help me anymore because I don't have a premium subscription.

td;dr: I paid 31 dollars for a Arobat Premium. Asked for a refund, Adobe cancelled my premium descriptions but keeps the 31 dollar.

Thats called theft

[kglad]

i'm surprised you got any help from adobe. purchases made via an app store are the app store's responsibility to adjudicate.

[jane-e]

@Remco27723511x0hv 

When you purchased through the the Google Play Store, you purchased from Google — not from Adobe. 

How to cancel from Google Play:

https://www.adobe.com/devnet-docs/acrobat/android/en/managingsubscriptions.html#cancel-a-subscriptio...

Cancellation fees and refunds from Google Play

https://www.adobe.com/devnet-docs/acrobat/android/en/managingsubscriptions.html#cancellation-fee-and...

Jane

[Remco27723511x0hv]

with that logic Adobe would be unable to cancel my subscription, but they did

[Abambo]

Let me see, if I understand this: you took a subscription at the Google store, paid Google and expect a refund from Adobe? You asked a refund, Google denied the refund, but you are angry at Adobe?

When concluding your subscription, you got information on how, when and where to cancel your subscription and asking a refund. If you followed that procedure, or if that procedure is utterly complicated, you should contact Google and negotiate the refund on that basis. If that does not work out, you should complain with your local consumer protection association. 

BTW: I do not know, where in Europe you live, but European regulations also foresee, that the seller (the shop) is responsible to handle your complaints. All in all, I think that Adobe did, what it could, by cancelling your subscription for your at the Google store. 

[Remco27723511x0hv]

Adobe is the one that cancelled my subscription after a refund request, so
yes I blame them very much. If they are unable to give the money back, then
why cancel the subscription?

[jane-e]

---

@Remco27723511x0hv wrote:

Adobe is the one that cancelled my subscription after a refund request, so
yes I blame them very much. If they are unable to give the money back, then
why cancel the subscription?

---

While you can think and say whatever you wish, it doesn't make Adobe responsible or change the fact that you purchased from Google, not Adobe. 

As volunteers, all we can do is explain the facts to you. We cannot see your billing information.

Jane

Forum volunteer

[Remco27723511x0hv]

Oh I do not expect anything to be solved with a forum post, and you are free to explain the facts. I am also just pointing out facts, and yes my opinion where I do think Adobe is partly responsible for what they did.

To give an analogy; Lets say you buy a product P from store S and try to return it at the product maker M. Is M responsible for any product P you bought from S? No.

But what if M takes P back and then just sends you away closes the door, would you still think they are not responsible? I would argue that they are

[Abambo]

To give an analogy; Lets say you buy a product P from store S and try to return it at the product maker M. Is M responsible for any product P you bought from S? No.

But what if M takes P back and then just sends you away closes the door, would you still think they are not responsible? I would argue that they are

By @Remco27723511x0hv

It's not a product, it's a service. Adobe just stopped future access to the product, in which case Google stopped billing you.

Blame the Google shop for not cancelling and refunding as you wished.

[kglad]

what contact method did you use?

[Remco27723511x0hv]

Just the Adobe chat, that continued over email afterwards

[kglad]

ok.