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? 

[Max291567745jc0]

The payment is handeld by fastspring, thus adobe claims they can't do anything. I was on the phone 2 times for 30 minutes+ with adobe, I have had 15+ emails now with adobe support, adobes exchange support, the developer and fastspring, everything in CC. I have provided screenshots of all transactions on paypal and my bank account. The developer says it's on adobes end, adobe tells me stupid stuff like "close and open CC again "(probably a bot answer) and adobe exchange tells me it's an issue on fastsprings side (the publisher, which is different from the developer), and fastspring doesn't answer.
So as of today, the issue is not resolved, adobe understands the issue now but can't do anything, the developer doesn't understand the issue and the publisher hasn't answered yet.
The solution is so easy, just activate my current subscription (which adobe says is active, but my CC says it's not) which I paid for and never cancelled, but that got cancelled anyways instead of refunding me the money from the first subscription that got cancelled for no reason (said payment issues, but I paid). It's probably just 1 click, but the humans inside this process can't do anything and everything else is just automated and useless.
Adobe should not endorse and implement services inside their software which they have no control over. When I order something on amazon and don't get the product I have a service member on the phone in minutes and the issue resolved immediately. Having to write paragraph after paragraph, sending screenshot after screenshot to 3 different emails over a span of over 2 weeks and still not having a single person who can acvtually do something on the issue, or even someone who can definitely tell me who I have to contact is unheard of. Saying it's inconvenient and frustrating is an understatement. Any person who is facing similar issues but doesn't have the media literacy or patience to go through all of that is literally being stolen from.

[c.pfaffenbichler]

Well … please keep us posted in case the issue ever does get resolved.