plugin subscription gone.

[Max291567745jc0]

I've subscribed to a plugin named "batch-replace: smart object" 1 week ago and I was able to install and use the plugin without any issues. The money got transfered from my bank account and I got a confirmation email. Then 2 days later I got an email stating that there has been issues with my payment and that my subscription is being cancelled, even though the money has been taken off of my bank account the same day I got my subscription cancelled. Now the money is gone and there is no plugin for me to use.
It's impossible to reach anyone from the support, phone number doesn't work, chat "support" is just a bot leading you to generic answers that have nothing to do with my issue. The support of the plugin developer is also only via email, which is so inconvenient I don't even want to bother.
This is very frustrating, to say the least.

[davescm]

Type agent in the chat box - that should connect you to a person.

I also understand that the Adobe email for plug in support was asupport@adobe.com (note the a at the front). You could try that if you get nowhere via the chat agent.

Dave

[Max291567745jc0]

Thank you for answering.
I already got through to an agent, which led to the same thing you told me (using the specific email). I have no idea though how long this will take now to be resolved. I am inclined to just subscribe again, but I am hesitant because I don't know if the same issue will come up again.
If I'd have to compare the support experiences with other, similarly large companies, to adobe, this whole process seems incredibly inconvenient. Took me literal hours yesterday to basically being told the only method to solve my problem is the same method companies used 20 years ago. Paying, but not having access to the product, is unheard of for a company like adobe, to which I've payed thousands of € to in the past.
I don't like complaining, I understand that processes take time and mistakes happen. But this kind of mistake demanding this amount of time from the customer is unacceptable. What if I would'nt have reached out? Would I've just been ripped off?

[Max291567745jc0]

Well, today I got a refund for my first purchase, but got my second subscription cancelled again, putting me exactly on the same spot I started at, having payed for 1 month but not having access to the plugin. Worst customer service experience of 2024. Apparently, even though it's the only way to actually get help from support, nobody is actually reading the emails properly.

[c.pfaffenbichler]

I suppose the payment is handled by Adobe (and the problems are therefore theirs to resolve), but maybe you should also try to contact the plugin maker?