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colinp80427870
Inspiring
January 24, 2019
Question

Online PDF Pack

  • January 24, 2019
  • 1 reply
  • 785 views

In November, 2016 I signed up to a 12 month online PDF Converter Pack. It cost £47.64 per annum. Before that 12 month contract expired, Adobe stopped supporting that piece of software and discontinued support unilaterally. I had similar difficulties getting hold of anyone at Adobe in November 2017 as I am now. Adobe's website contains no direct contact details nor email addresses to help resolve problems. I resorted to using Forums and eventually, after hours and hours of communication back and forth, I eventually spoke to someone at Adobe who helped resolve the problem.

I signed up to another PDF online converter for £52.13 per annum. At that time, I requested an invoice showing the software title and price for tax purposes but nothing was subsequently sent. I therefore have no information to state exactly what this piece of software is.

That contract was up for renewal in November, 2018. No contact made by Adobe.

Two weeks ago I received an email from The Adobe Team (no name, no telephone number, no email address - virtually anonymous), informing me that my contract was due to expire on the 12th February, 2019 and the price was now £125.02.

I have again been on the Adobe website to try to contact someone to discuss what is obviously a mistake - several mistakes, price and renewal date.

I first rang the telephone number that I eventually used to resolve the problem last time - No longer available.

I accessed the Adobe 'Contact Us' page, went round and round in circles trying to speak to Adobe Customer Care, got nowhere.

Tried Purchase on Adobe sales line on 0800-028-0148 - got nowhere. You would have thought that an 0800 sales number would be active, but it is not. You are confronted by an 'on hold' set of jingles that is a poor recording, stops, starts and reruns several times and goes around in circles - an absolute disgrace. Hoping that someone would eventually answer, I let it ring on speaker for 2 hours and 1 minute and still no response.

My problem should take no more than a couple of minutes to resolve. However, if Adobe discourage any customer contact, decline to supply customers with documentation that they have asked for and forward an anonymous email threatening to open a new contract at an exorbitant price, I can see why they are in a mess.

If any forum member responds to this email, please do not ask me to give you any more detail as to what the mini-pack is. I don't have it. Someone from Adobe must have access to my details on file. All I require is to speak to A human being at Adobe to sort it out.

Living in hope, one very frustrated customer

Regards,

Colin Pryor

    This topic has been closed for replies.

    1 reply

    AkanchhaS8194121
    AkanchhaS8194121
    Legend
    January 28, 2019

    Hi Colin,

    We sincerely apologize for the delay in response. And really sorry to hear about the frustrating experience.

    In November, 2016 I signed up to a 12 month online PDF Converter Pack. It cost £47.64 per annum. Before that 12 month contract expired, Adobe stopped supporting that piece of software and discontinued support unilaterally.

    We have checked your account details, and found that you have signed up for the Adobe PDF Pack in 2016 and later on subscription was canceled after an year. PDF Pack is a part of Document Cloud PDF Service, and support for the PDF services is only available online. There is no support available over the phone. Which might have caused trouble for you initially.

    I signed up to another PDF online converter for £52.13 per annum. At that time, I requested an invoice showing the software title and price for tax purposes but nothing was subsequently sent. I therefore have no information to state exactly what this piece of software is.

    Edited-

    We see that later on you have resubscribed for the Adobe PDF Pack on 4/10/2018 which is good to go till April 2019. You can access your invoices from your Adobe account itself. Here are the steps how you can get it: Print a copy of the invoice for your Adobe purchase

    Two weeks ago I received an email from The Adobe Team (no name, no telephone number, no email address - virtually anonymous), informing me that my contract was due to expire on the 12th February, 2019 and the price was now £125.02.

    I have again been on the Adobe website to try to contact someone to discuss what is obviously a mistake - several mistakes, price and renewal date.

    After checking your account in detail,we could not find any subscription for which this above notice was given. You don't have any subscription registered under current account which is supposed to expire. This might be a phishing email from some other source or you might have any other subscription registered to a different email. We can't find any details in your account.

    Regards,

    Akanchha

    C
    colinp80427870Author
    Inspiring
    January 28, 2019

    Hi Akanchha,

    Many thanks for your detailed response but part of your answer is incorrect. I last signed up to a 12 month contract on the 12th of November, 2017. As I explained in my earlier email, I wrote to Adobe, Ireland on the 28th March, 2018 asking them for an invoice to complete my April, 2018 tax return. I assume that an invoice was then posted on my account in response to that written request. The mistake you have made is that the invoice date is not an American PDF type date, it is an English date. It is not the 4th of October, 2018, it is the 10th of April, 2018 - two weeks after I sent my letter. If you look closely at the Billing History page prior to opening the invoice PDF you will see the correct date as the 10th April, 2018.

    If you agree to that, Adobe should have sent me a renewal advice some time in November, 2018 to cover the year Nov., 2018 to Nov., 2019.

    Regards,

    Colin Pryor

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