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I've Been Extremely Embarassed by Adobe's Lack of Customer Service

Community Beginner ,
Mar 15, 2023 Mar 15, 2023

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Personally, as much as I love Adobe and it's products, I felt their customer service was not only frustrating, but embarassing.  I was simply asking to see if I could update Adobe Premiere Rush only to the Pro and they did not directly answer the question nor did they seem to know.  They kept saying "we'll transfer you to the team that knows" four times, only for them not to know.  It was a waste of my time and very inconvenient.  But it's clearly not their fault, as it is the management at Adobe's fault.  Adobe, I really hope you're paying your people properly, but I also know that as much as I love using Photoshop, After Effects, Premiere Rush, and other products, there clearly is corporate greed involved.  It feels like they're just trying to rip us off and spend a lot more than we want to.  I figured I wouldn't talk to the CS further and just purchase the bundle pack, since I figured there was a lot more value in that in the end of the day.  But a "cancellation fee" when the stuff is already very expensive!?  Are you kidding me!?  Adobe, please pay your people better and stop ripping us off as much.

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Community Expert ,
Mar 15, 2023 Mar 15, 2023

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You've got me confused.  There is no such thing as Premier Rush Pro. 

 

Adobe Video Products:

  • Premiere Rush (available with Premium Adobe Express Plan for $10/month).
  • Premiere Elements (under $100, no subscription needed).
  • Premiere Pro (Creative Cloud subscription required).
  • After Effects (Creative Cloud subscription required).

 

Creative Cloud has two plans:  Annual (paid monthly or prepaid) and the costlier Monthly plan. 

 

Annual plans are a 1 year commitment.  If you cancel early, you pay a 50% termination fee. 

To avoid fees, wait until your 12 month of service to cancel. 

 

Or don't buy the Annual plan. Get the costlier Monthly plan and cancel anytime.

 

These are the TERMS you agreed to when you joined.

Subscription & Cancellation Terms:
https://www.adobe.com/legal/subscription-terms.html

 

Hope that helps clarify.

 

Nancy O'Shea— Product User, Community Expert & Moderator
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Beginner ,
Mar 15, 2023 Mar 15, 2023

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I meant the paid version of Rush.  Thank you for clarfiying and sorry for the confusion.  Unfortunately the CS people didn't seem to know that what I would need was the Adobe Express Plan.  They were trying to make me pay $10/month more than that for the Premiere Pro plan instead.   Well of course there are "Terms" because Adobe is greedy.

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Community Expert ,
Mar 17, 2023 Mar 17, 2023

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quoteWell of course there are "Terms" because Adobe is greedy.

By @Imdbman

==========

Actually it's a legal requirement.

Businesses are required to have written TERMS so consumers know exactly what they're agreeing to when they join. 😉

 

Nancy O'Shea— Product User, Community Expert & Moderator
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Expert ,
Mar 15, 2023 Mar 15, 2023

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agree with @Nancy OShea, your post is confusing.

 

i infer you have some version of adobe premiere rush (but it's not clear what version that is) and want to update it (to some other version). 

 

what version do you have and to what version are you trying to update?

 

do you have a current adobe cc subscription?

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Community Beginner ,
Mar 15, 2023 Mar 15, 2023

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It was the free version, but now I think I have the paid version after upgrading my plan to the Adobe bundle pack (or whatever the name is- the one that's $54/month).  No, I don't have Adobe CC since I don't think they're doing that anymore.

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Community Expert ,
Mar 15, 2023 Mar 15, 2023

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you are confused and probably incorrect, but if you're satisfied with the adobe express plan, for you, there's no reason to go further with this.

 

for others, the statement about adobe cc (whatever it means) is probably incorrect.

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Community Beginner ,
Mar 15, 2023 Mar 15, 2023

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I really don't need you to tell me that I'm "confused," and make me feel dumb.  I'm someone who is autistic, so please be respectful.  Thanks.

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Community Expert ,
Mar 15, 2023 Mar 15, 2023

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ok.

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Community Expert ,
Mar 17, 2023 Mar 17, 2023

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quote

I really don't need you to tell me that I'm "confused," and make me feel dumb. 


By @Imdbman

============

When in doubt, check your online account to see what services you have and how much you're paying.  This information is available 24/7.

https://account.adobe.com/plans

 

Nancy O'Shea— Product User, Community Expert & Moderator
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Adobe Employee ,
Mar 16, 2023 Mar 16, 2023

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Hi,

We're sorry for the frustration. I see you contacted Adobe support, and they have arranged a callback for you. 

We request you to please reply back to the email with your contact details so that our support can call you back. 

 

Thanks 

Kanika 

 

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Community Beginner ,
Mar 17, 2023 Mar 17, 2023

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Why exactly were you hoping to call?  I really hope you aren't trying to overcharge me.  I am very concerned because I have heard from other people that they were not properly refunded for mistakes on Adobe Customer Service's end.  It sounds like a lot of false promises.   I truly feel like support hasn't properly supported me and has wasted my time, constantly not answering my questions and transferring to others who don't even know the solution instead.

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Community Expert ,
Mar 17, 2023 Mar 17, 2023

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quote

I am very concerned because I have heard from other people that they were not properly refunded for mistakes... It sounds like a lot of false promises.   


By @Imdbman

============

Color me skeptical.  That sounds like fake news to me. Where did you get your information?

 

Refunds requested within first 14 days of service are typically refunded within 7 -10 business days.  But based on my experience, credits may not appear until the next bank/credit card statement cycle.  This can vary by bank/credit card.

 

Log-in to your account's Support History Panel below to update your Case # if needed.

https://account.adobe.com/support

For your reference:

These are the Subscription & Cancellation Terms:
https://www.adobe.com/legal/subscription-terms.html

 

Nancy O'Shea— Product User, Community Expert & Moderator
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Beginner ,
Mar 17, 2023 Mar 17, 2023

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Nancy, please be respectful.  I really don't like your attitude in your responses.  

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Community Expert ,
Mar 17, 2023 Mar 17, 2023

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I am being respectful.  It's you who have made some very bold & bewildering statements.  Just calling it as I see it.

 

 

 

Nancy O'Shea— Product User, Community Expert & Moderator
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Beginner ,
Mar 17, 2023 Mar 17, 2023

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Goodbye.

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Community Expert ,
Mar 17, 2023 Mar 17, 2023

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good idea. locking.

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