Extra storage on top of a bonus plan

[Adam D H]

Hi,

I have a 20 GB photography plan. I subscribed back in 2014 and when Adobe introduced the "Creative Cloud" brand and somehow transferred subscribed customers to those plans, I got a bonus that I would have 1TB instead of 20 GB (for the 20GB price) for lifetime, as long I am an active subscriber. Ten years later, I am still enjoying this benefit.

However, my storage is full now. So I subscribed for another 1TB extra, but when the plan activated, I still had only 1 TB in my account. The system did not recognize my bonus 1TB anymore and the bonus was overwritten by the purchased 1TB. So I ended up paying twice as much for the same space.

I contacted Adobe up to ten times (!) trying to describe the issue, but most of the agents could not understand the problem. The standard answer was "You have 20 GB and when you purchased 1 TB extra you have 1.02TB. Everyhing is as it should be. " I spent hours chatting with the support. Nobody understood, except one agent. He understood, but did not see any solution. The only thing he could do was to offer me a 3TB plan. 

But the only thing I need is the 20 GB plan, my bonus 1 TB, and an additional 1TB. 

Luckily, they were able to cancel the paid 1TB storage and revert me to the 20GB plan with my bonus 1TB storage. So now I am where I was before this started and do not know how to proceed.

As Adobe showed that they do not care about a customer who has been with them for 10 years, I am asking here: Has anybody experienced similar issues and how did you solve it? How should I contact them to get an agent who can solve this?

Best regards,

Adam 

[Peru Bob]

I subscribed back in 2014 and when Adobe introduced the "Creative Cloud" brand and somehow transferred subscribed customers to those plans, I got a bonus that I would have 1TB instead of 20 GB (for the 20GB price) for lifetime, as long I am an active subscriber.

By @Adam D H

Do you have screen captures, emails, or other proof of that to show Adobe?

[Adam D H]

I can show that there is one 1 TB available in my account, and they can see that my data was growing and was not limited by 20GB. Nobody questioned the bonus. The agent who understood the problem did not question it, he was happy that I was able to get back to the bonus 1TB after he cancelled the paid 1TB. But he was not able to help. This seems to be some technical issue and my solution would be to create a manually assigned quota to 2TB, but Adobe was not able...

[Pierre_G]

Hi Adam, I'm in the same situation. Did you finally succeeded to get 2TB storage?

[kglad]

contact adobe support.

there are 2 ways to contact adobe; chat and twitter (now x):

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

[Adam D H]

the reason I post here is that I need suggestions about strategies to approach Adobe about this. As I mention that I contacted them ten times and they even did not understand the problem, probably I do not need basic suggestions about how to start a chat, right?

[Peru Bob]

Try going back to chat and ask for a supervisor.

Have you tried X (twitter)?

[jane-e]

I agree with Bob. Ask for a supervisor (or Tier 2 support). And get a case number.

In addition, this page indicates that 2TB is a choice, although I could not find it on my Account page. 

https://helpx.adobe.com/x-productkb/global/upgrade-creative-cloud-storage.html

Jane

[kglad]

@Adam D H 

if you've already made contact, continue the converstation, https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

[Pierre_G]

Hi @Adam D H, can you please share your progress to add 1 TB while keeping your 1 TB bonus?

[Adam D H]

I started a conversation on X, they asked for previous case number and said that they would arrange a call with "senior-level team". I gave them my number, time, and time zone, but nobody called...