To Whom It May Concern,
I am writing because my recent interaction with Adobe’s customer support was not just disappointing it was outright unacceptable.
Before signing up for the 7-day Illustrator “free trial,” I reached out via web chat to clarify whether the trial includes full access to the software. Your representative, Triah, took an unusually long time to reply, and when they finally did, the only answer I received was: “YOU WILL BE RESTRICTED.”
When I pointed out that a restricted trial is not, in fact, a free trial, I was immediately disconnected from the chat. No explanation. No clarification. Just an instant disconnect the moment I asked a perfectly reasonable question. That kind of behavior is completely unprofessional and gives the impression that Adobe is intentionally dodging transparency.
If your trial is restricted, then calling it a “free trial” is misleading. Customers deserve honesty, not vague answers, slow support, and abrupt disconnections when they ask for clarity. People rely on trials to evaluate whether your software can actually meet their needs restricting critical features without clearly stating so feels deceptive.
I will be sharing this experience publicly so others are aware of what they’re signing up for and the treatment they can expect when seeking basic information.
I expect a clear response explaining:
1. Why the Illustrator trial is restricted,]
2. Why this information is not clearly communicated upfront, and
3. Why I was disconnected for simply questioning your terminology.
I look forward to an actual explanation — not a canned response.
Sincerely,
Steve
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