• Global community
    • Language:
      • Deutsch
      • English
      • Español
      • Français
      • Português
  • 日本語コミュニティ
    Dedicated community for Japanese speakers
  • 한국 커뮤니티
    Dedicated community for Korean speakers
Exit
0

Can't get through to Adobe concerning managing plan

New Here ,
Mar 16, 2023 Mar 16, 2023

Copy link to clipboard

Copied

Hi!

 

I run a small business in Denmark and currently have 12 Creative Cloud licences. However we need to adjust this to 8 licences due to people om maternity leave and a bit of down scaling.

 

I can see, that Adobe have chosen to remove the "Manage plan" button in the admin console. So I have to call them to make the adjustment. But I have called them three times now, get through to an agent pretty fast, but get transferred to the team dealing with licences for business's. I have now been on hold in a total of almost two hours and have given up. I have work to do. 

 

I start getting the feeling that this is a deliberate strategy, to make it difficult. This does obviously not comply with the EU laws of subscription termination, adjustment and support, so I have taken the first steps in starting an appeal case with the Danish Consumer Ombudsman.

 

But do you guys got an advice for me on how to either get through to them, to adjust the number of licences?

 

Thank you in advance!

Views

238

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines

correct answers 1 Pinned Reply

Adobe Employee , Mar 16, 2023 Mar 16, 2023

@nichlast92067972 We apologize for the inconvenience. Please share your contact details and the time zone through personal message and I will try to arrange a call back for you from the concerned team.

Votes

Translate

Translate
LEGEND ,
Mar 16, 2023 Mar 16, 2023

Copy link to clipboard

Copied

Use the admin console to raise a case. Don't call customer service, they just have to transfer you to business customer service.

You can remove licenses from your users at any time, but you have agreed to pay for whole years. To cancel, you must do this in the renewal (12th) month.

 

I don't know the law in Denmark, but surely there is no point going to a consumer ombudsman for a B2B contract !!!

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Mar 16, 2023 Mar 16, 2023

Copy link to clipboard

Copied

open the support tab on your admin console > start chat or start case or request expert session.

https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Mar 16, 2023 Mar 16, 2023

Copy link to clipboard

Copied

LATEST

@nichlast92067972 We apologize for the inconvenience. Please share your contact details and the time zone through personal message and I will try to arrange a call back for you from the concerned team.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines