After a 90 minute odyssey through the labrynth of Adobe's so-called customer service support system, I am now arguably wasting more time by posting this complaint, but I am so disgusted by my experience that I want to share it. It started with a charge to my credit card for a duplicate account that was supposed to have been cancelled over a year ago when I established a new account billed through my business. Because I know how worthless the customer service support chat function is based on prior experience, I called the customer service number. The menu of options kept repeating and would not accept any of my selections. After several unsuccessful attempts to redial and make a selection, I decided to go back to the chat option, where I engaged in over an hour and twenty minutes of chat dialogue with three different agents and was still unsuccessful in my attempt to confirm cancellation of the duplicate account and obtain a refund. My favorite part of the chat - after over an hour into it - was when the second chat agent (to whom my complaint had been escalated after numerous expressions of frustration) responded) "Let me transfer you to a specialist who can help. They can also offer you exclusive deals to help you save big, if you choose to stay." After repeatedly insisting on speaking to someone by phone, I was told that I would receive a call back in 24 to 48 hours.
Adobe obviously has a business strategy to make it as difficult as possible to cancel a subscription. This is apparently true even if you are a continuing customer who is trying to rectify a duplicate account error. Adobe should be ashamed of itself - if these practices are not illegal, they should be. At a minimum, this is no way to run a business. This post is just a first step, and I also intend to file complaints with the Better Business Bureau and state and local consumer protection agencies. If anyone has recommendations as to other actions I can take, I would be interested in hearing them.
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