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DrDoc
Participant
July 16, 2021
Answered

Why Adobe support is so horrible? Payments for a "free" Trial? :)

  • July 16, 2021
  • 2 replies
  • 551 views

I`m using Adobe products for over 20 years.
I`ve tried to reach Adobe Support with few questions but it seems impossible.
When You go to Help & Support and click on "Contact Us" it simply doesn`t do anything. You have to look deeper into the site. When You`ll find "Contact Us. Real help from real people. Start Now" and You click on "Start Now", You go into a LOOP, back to "Adobe Customer Care" where You won`t find any Chat or email.
When You click on "What are my contact options?" You get detailed description in charts of a support You won`t get 🙂 There are mentioned options like "Chat", in which language etc. but You can`t click on them, they do nothing.
When You call (in my region) You`ll hear a message that support is not available in Your language and that`s that.
Can anyone tell me where to find working Chat? Email maybe?

I`ve checked it using two browsers. Wasted a lot of time.


You are bind and pay monthly tribute but when it comes to Support, Users have to help each other on Forums? How does it work now?

You can`t even download software Trial without payment. Payments seem to work fine 🙂
Why Adobe needs a credit card for a "free" trial? It wan`t necessary before.
What`s the logical explenation to take money for a "free" trial and give them back later, insted of just Not charging? 🙂 
What if I won`t be able to contact "support" to cancel this Trial?
I`d suggest going back to real free trials.

All the best to people that help each other here. Thank You.

    This topic has been closed for replies.
    Correct answer Jeffrey_A_Wright

    DrDoc, I am sorry you are encountering a frustrating experience establishing a secure chat session to contact us. First, please try clicking on https://helpx.adobe.com/contact.html?rghtup=autoOpen to auto-open a chat window. If the window still fails to open or is non-responsive, please use a different device to begin a secure chat.

     

    If you are attempting to evaluate a Creative Cloud membership, then please also verify the computer can access the servers listed in https://helpx.adobe.com/enterprise/kb/network-endpoints.html. If the computer cannot begin a chat session, then you may also encounter problems utilizing a Creative Cloud membership.

    2 replies

    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    July 25, 2021

    As @Jeffrey_A_Wright said, use a different web device like latest desktop Chrome or Firefox that accepts cookies and does not have script blockers.   Failing that, call Adobe support Mon-Fri during normal business hours.

    ===============
    How do I Cancel my Subscription?
    https://helpx.adobe.com/manage-account/using/cancel-subscription.html
    ===============
    Subscription & Cancellation Terms:
    https://www.adobe.com/legal/subscription-terms.html

    CONTACT ADOBE SUPPORT:
    ================
    Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
    Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html

     

    Nancy O'Shea— Product User & Community Expert
      Jeffrey_A_Wright
      Community Manager
      Jeffrey_A_WrightCommunity ManagerCorrect answer
      Community Manager
      July 16, 2021

      DrDoc, I am sorry you are encountering a frustrating experience establishing a secure chat session to contact us. First, please try clicking on https://helpx.adobe.com/contact.html?rghtup=autoOpen to auto-open a chat window. If the window still fails to open or is non-responsive, please use a different device to begin a secure chat.

       

      If you are attempting to evaluate a Creative Cloud membership, then please also verify the computer can access the servers listed in https://helpx.adobe.com/enterprise/kb/network-endpoints.html. If the computer cannot begin a chat session, then you may also encounter problems utilizing a Creative Cloud membership.

        D
        DrDocAuthor
        Participant
        July 25, 2021

        Hi,

        Thank You for reply.
        That link brings me back to square one, like on attached screen.
        I`m not using Creative Cloud, main problem is that I needed (still need) an answer from Adobe about few important issues, but it seems impossible.
        Thank You again for trying to adress this problem. I hope it`ll be fixed.

        And free Trials should be free 🙂

        All the best!

        ProDesignTools
        Community Expert
        ProDesignToolsCommunity Expert
        Community Expert
        July 25, 2021

        Hi DrDoc,

         

        If you were charged for a subscription after your free trial ended, then you can still get a full refund from Adobe within 14 days after your initial payment:

         

        https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

         

        In most cases, plan cancellations can usually be done online, without needing to involve an Adobe rep:

         

        https://helpx.adobe.com/manage-account/using/cancel-subscription.html

         

        Hope that helps.

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