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Bad Business Practices by Adobe Stock is disheartening

New Here ,
Apr 14, 2021 Apr 14, 2021

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I did a "Free" subscription to Adobe Stock, planning to cancel after the 30 days were up. 

Here is where it gets good. There is no way to cancel the service on the user end. You must either call (really), or go through an endless support messenger chat system that passes you from bot to bot to finally someone who will offer you deals that are to good to pass up over and over again. They apparently make the whole process much more difficult than it needs to be in order to prevent people from unsubscribing. This is not unique practice in the subscription business; I had a similar experience with the New York Times. You would think Adobe would want to treat their big money suscribing customers with more respect. Be prepared to spend an inordinate amount of time on hold waiting for someone to follow through. I'm really disaapointed in them, and will seriously start considering other software solutions for my graphic needs.

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Account management, Troubleshooting

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Adobe Employee ,
Apr 14, 2021 Apr 14, 2021

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Hi @davidr46578909,

I'm sorry you were having difficulty cancelling your Adobe Stock subscription, which you've held for over a year. There are several posts here on the forum with instructions on how to do so and as with all Adobe subscriptions your Adobe Stock subscription can be managed under https://account.adobe.com. I see that you were connected with an agent today and the agent was able to cancel your Adobe Stock subscription within 17 minutes of connecting to customer care.  Of course Adobe would hate to lose you as a customer so you were offered an extension of your subscription or a promotional discount if you chose to continue your Adobe Stock subscriptions.

 

 

 

 

EBQ

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New Here ,
Apr 14, 2021 Apr 14, 2021

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There is no option to unsubscribe when a person goes to "manage" their subscription, that's my point. Just put a button on the website that lets people cancel/unsubscribe and I think you'll find the need to lend support for this topic will diminish greatly. Instead your efforts go toward even more embarassing attempts to shame customers who complain. 

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Adobe Employee ,
Apr 14, 2021 Apr 14, 2021

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I know you have already cancelled Adobe Stock, if you have other subscriptions there should be a link there for managing those. If you don't see that for your current subscription then please provide a screenshot.

 

There can be instances on the date of renewal where you would not be allowed to manage the subscription until the renewal process completes.

EBQ

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Community Beginner ,
Apr 17, 2021 Apr 17, 2021

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Hello.

 

I confirm the absence of the "unsubscribe" button from your page, just like the "contact us" button in the top menu is a dud. Here is the email I received and what I see on your website. 

 

I work 9 to 6 every day with no possibility to call your hotline during weekdays.

 

This business practice is unacceptable. If I am am charged anything for Adobe Stock, I will oppose all payments on my bank's side and stop using all Adobe services I have subscribed to.

 

Capture d’écran 2021-04-17 214324.pngCapture d’écran 2021-04-17 214735.png

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Community Beginner ,
Apr 18, 2021 Apr 18, 2021

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And... That was my mistake. 

It transpires I had two different accounts, with two email addresses. The two images above relate to two different accounts.

I was misled by the browser's autofill, and possibly confused by the structure of your website. Still, my apologies.

Regards.

MC

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