Is fairness a ‘Goodwill Gesture’ now?

[aleksandra_4418]

I’ve been using Adobe products for over 10 years and have always valued their quality and creativity tools.
But this experience was deeply disappointing.

I paid for an Adobe subscription but couldn’t use it because my account was Russian, even though I live and pay in the EU now. When they refunded me, they called it a “Goodwill Gesture.”
Imagine paying for something you can’t use and being told the refund is an act of kindness.

[Shivangi_Gupta · Accepted solution]

Hi aleksandra_4418,

Thank you for sharing your thoughts and concerns. We truly appreciate you taking the time to express your perspective fairness and transparency are values we take seriously at Adobe.
While goodwill gestures are extended in specific cases to support our customers, they are not meant to replace fairness or consistency. Our goal is always to ensure that every customer feels heard and supported, and we strive to apply policies in a way that is both empathetic and equitable.

We'll make sure the case is reviewed and your feedback is shared.

If you feel your situation hasn’t been handled fairly, we’d love to take a closer look. Please feel free to share more details via DM or reach out to our support team directly so we can review and assist further.
Thanks again for being part of the Adobe Community — your voice matters.

^Shivangi

[aleksandra_4418]

I appreciate your message, but it’s hard to see “fairness and transparency” when a refund for an inaccessible product is described as a goodwill gesture.
Equality shouldn’t depend on geography - or on whether someone’s account was created in the “right” country.

[kglad]

(forehead slap.)