Anyone experience being cheated by Adobe? I did claim in support, sent an e-mail to admin. No result

Community Beginner ,
Nov 10, 2019 Nov 10, 2019

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Hello Guys. I badly need some help. I would never expect such a thing from such a big company like Adobe but it did happed. They charged my 119 USD for annual plan which for some reason (some technical internal issue of Adobe) wasn't possible to activate. They recommended me to make one more purchase in "correct" way and promised that the initial payment will be refunded but it was not. They said me wait that it will take some days since September 26!! No money back. After all I contacted again the support and asked for some local customer care here in Finland where I could deliver my claim. They said that there is no such and recommended to open a case and admins will take care of it. That way I did but yet no answer, no even reaction from Adobe. If that is not a form of cheating then what is the right word for that then? That is the reason I write here in public forum that probably someone have similar experience. I understand that we are in digital and virtual service but how I can return my money? All customer care I received was just excuses and promises. I will be very grateful for all kind of help and advice (also from Adobe Team).
Regards, David 
P.S. I saved all the chat history, purchase statements from bank and ready provide upon request.
 
TOPICS
Account management, Activation, Billing, Creative Cloud, Installation

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LEGEND ,
Nov 10, 2019 Nov 10, 2019

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I have never been cheated by Adobe. But then I live in the USA, have never had a problem with any of my credit cards and never made any mistakes in purchasing a subscription plan.

What "Techinal Internal Issue at Adobe" stopped you from activating (Actually using you Adobe ID to Sign In to the CC DTA and to the programs you subscribed to) the software?

I don't know of any issue that would cause that. Othe than you using a CC from some other country to gain a lower cost for the subscription you wanted.

 

You need to contact Adobe agaion with the case number. Or contact your CC company to file a complaint.

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Community Beginner ,
Nov 16, 2019 Nov 16, 2019

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Hello and thanks for your comments. I must be honest that I don't understand part of the text you wrote above as I'm not very much specialised in such online cases and don't want to. I'm a photograophger not debt collector. But if you are interested I can send you the file with the conversation we had with the technicians. Also I sent twice the e-mails with my complains but never heard anuthing from Adobe)) When they charge you something it happens automatically it's enough to incert the digits from your card and it's there (juts open your pocket) but when you want to get anything back you have ta make many applications in differet ways spending a lot of time and nervs. THEY promissed that my money will be returned so I find it logical that if thet didn't happen and moreover I complained about that normally all type of companies who really cares about their customer they would contact and try to resolve the case. But how I see this is not about Adobe. That is the reason I want to say it in public that Adobe need to imporve it's customer care. And for sure I want to resolve my problem and get my money back. BR, David

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Adobe Employee ,
Nov 18, 2019 Nov 18, 2019

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David, sorry you have faced so many problems with the ordering process for the Photography Plan. Since you are located in Russia, we work with a third-party company to process any sales.  I am showing that the original refund that was discussed on 9/26/19 did not go through.

 

I appreciate your patience and I will update this public forum discussion when I know more.

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Adobe Employee ,
Nov 18, 2019 Nov 18, 2019

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David, I am so sorry for the difficulties you have faced with this process. I am told that the refund has been issued and you should receive it within the next five business days.  A member of our support team will also be contacting you to confirm that the refund has been processed.  

 

Please do not hesitate to update this public forum discussion, if you have any questions.  You can also use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to review and update any recent support cases.

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Community Beginner ,
Nov 18, 2019 Nov 18, 2019

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Dear Jeff. Thanks for the info. Hope this time something will happen. I'll get back once notification from my bank comes. BR, David

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Adobe Community Professional ,
Nov 10, 2019 Nov 10, 2019

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What is the Adobe case number from your last online chat?

We will ask an Adobe Staff member to look it up.

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Beginner ,
Nov 16, 2019 Nov 16, 2019

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Hello and thanks for your message. After my last complain I received e-mail saying that the case is open and I have 5 days etc... I answered to the email and never got back any answer. That was 25 October 2019. Here are the numbers bellow:

Adobe Case Number ADB-9559767-B2K2 

I saved the whole history with the correspondence with the technicians and can provide if needed but I belive they should be able see that.

Once again thanks for your rediness to help.

BR, David

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Adobe Employee ,
Nov 18, 2019 Nov 18, 2019

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Hi David,

We're sorry for the experience you've had thus far. I've got my team looking into this.

-David

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Guest
Nov 18, 2019 Nov 18, 2019

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In the future, just do a chargeback on your credit card and get on with your life. Adobe isn't worth your time

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