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marcel1980
Participating Frequently
October 22, 2018
Question

My recent experience with Adobe - uncompetent help

  • October 22, 2018
  • 3 replies
  • 835 views

I want to share with you my story that happened yesterday with Adobe - about how they treat their customers and that their help team is either aboslutely uncompetent or simply lying directly to their customers.

Yesterday i  i decided to cancel my yearly subscription to Adobe illustrator and this is what followed: AFTER i clicked the cancel subscription button, i found out that i will pay Adobe 106 Euros because of the early cancelation. They don't even bother to inform their customers about this important fact. As i found out, it was already too late to continue with the program so i decided to contact the support team to help me renew / continue with the canceled program. One of the support members ASSURED me that is not a problem to cancel the fees and to continue with the program. Today i was charged 106 Euros as if nothing ever happened!

Here is the important extract from our conversation:

Marcel: Hello

Marcel: I would like to renew my illustrator yearly plan after i canceled it. Is this possible?

Rinki: Hey Marcel, as I understand you want to renew correct?

Marcel: My order is ADD000019937EU. But is it possible to continue as if nothing happened? Because i dont want to pay again as i paid this month already

Marcel: yes i would like to renew but with no aditional payment

Rinki: sure I will try to place the new order for you as the previous one has cancelled.

Marcel: Cool ok

Rinki: The Subscription Cancelled Successfully

Rinki:

Rinki: the old one needs to be terminated in order to renew the new plan.

Rinki: Now placing a new order for you please advice which one do you want to purchase?

Marcel: So it is not possible to continue with the old one? I dont want to get charged 106 Euros for canceling year plan. I wasn't aware of this fee BEFORE i canceled it unfortunately. And i don't want to buy any other new plans at this moment

Rinki: I have cancelled and waived the for you to cancel Illustrator CC.

Marcel: So there will be no charges when i choose yet to continue with the yearly plan?

Rinki: yes i have cancelled the charges now plese tell me which plan do you want ?

Marcel: ok then i would like the monthly plan

Marcel: and make a decision after the month

Rinki: Sure.

Rinki: Allow me a minute.

Marcel: thanks

Rinki: Marcel, I like to tell that we are getting technical error while placing the order our system is down at the moment I am sharing a link please place the order by yourself.

Marcel: ok i will try

Rinki: https://www.adobe.com/creativecloud/plans.html

Rinki: Thank you.

Rinki: Is there anything else I can help you with?

Marcel: So how is the situation now? I will not be charged with 106 euros for canceling the illustrator yearly plan?

Rinki: I have cancelled illustrator yearly plan and waived off the fees, so now go ahead and place a new order.

Marcel: thanks ok

So as you can see, the support member Rinki assured me that i won't be charged and the exact opposite happened today! Where can i ask for a refund or how do you guys suggest to handle this situation?

Thanks!

[Moved out of the Forum Comments forum (which is for issues with these forums themselves) and into a Creative Cloud forum - moderator]

This topic has been closed for replies.

3 replies

David__B
Adobe Employee
David__B
Adobe Employee
October 22, 2018

Hi Marcel,

I'm sorry to hear about what happened. I'll see if I can contact Rinki, see what happened, and see if they could follow up with you again. It sounds like there could be some kind of delay or mistake. You could also contact our customer service again for help.

Best

- Dave

    John T Smith
    Community Expert
    John T SmithCommunity Expert
    Community Expert
    October 22, 2018

    >will pay Adobe 106 Euros because of the early cancelation. They don't even bother to inform their customers about this important fact

    When you 'click to agree' to the subscription terms while buying a subscription, that means that you really do need to read BEFORE you buy a subscription... https://www.adobe.com/misc/subscription_terms.html

      M
      marcel1980Author
      Participating Frequently
      October 23, 2018

      You are right in the sense of law, however in terms of what a customer feels like when dealing with this type of situation, you can't help yourself but feeling scamed. I recommend you to read some more comments on this topic. People are complaining about this fact. Why am i informed about different programs when i want to cancel subscription and not informed about my fee BEFORE i push cancel button?

      And besides that, the customer help guy did assure me the fees won't apply? Why is that? He could have said there's nothing I can do. This way it's just customer misleading. Or do you take this as a good approach from a company like Adobe?

      Abambo
      Community Expert
      AbamboCommunity Expert
      Community Expert
      October 24, 2018

      I see two problems with your conversation with Rinki and I suppose that mislead him:

      • You talked about RENEWING your canceled subscription, but what you wanted to do is to CANCEL the cancelation.
      • You wanted to change from a yearly subscription to a monthly. That is as of my knowledge not possible IN THE MIDDLE of your subscription. This is only possible at the end of it.

      The customers complaining about the early termination fee are those not having read the conditions. But they chose the cheaper option (yearly engagement) at the beginning, because it was cheaper. The month to month subscription is more expensive but can be canceled any time. I see the same options on many subscription programs. For my phone subscription I even had a 2 years engagement.

      As I never canceled my subscription, I'm not aware when the fee get's announced during the cancelation process.

      ABAMBO | Hard- and Software Engineer | Photographer
      joanH
      joanH
      Inspiring
      October 22, 2018

      Hi Marcel1980, Thank you so much for sending this record of your experience. Now that our management is aware of the tiny but deadly glitches in the accounts department perhaps they will see how easily good intentions can get totally fouled up. I have had the same thing happen with other software subscription programs. It is as if the financial department does not have a clue what is going on in the real world. MatHayward

      Thank you for giving Adobe a chance to repair the misunderstanding. Sending hopeful thoughts. JH

        Abambo
        Community Expert
        AbamboCommunity Expert
        Community Expert
        October 24, 2018

        Hi joanh22203655 ,

        I'm not sure if Mat is of any help here. This is more for Jeff or David or a different staff member. If this would be a stocks issue, I would call Matt and only for stock issues.I suppose that Szalam moved this from the stock forum?

        ABAMBO | Hard- and Software Engineer | Photographer
        Szalam
        Community Expert
        SzalamCommunity Expert
        Community Expert
        October 24, 2018

        Abambo  wrote

        I suppose that Szalam  moved this from the stock forum?

        This post was initially in the Forum Comments forum (which, as it says in the mod note, is for issues relating to these forums and not customer support for products or subscriptions). I don't know anything about it being in any of the Adobe Stock forums.

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