Contact again customer service via chat. That's the easiest way to keep trace of the communication and will help you if you need to escalate. Give the case number attributed to the agent and ask for the refund. Don't let you talk into a two or three months free extension. That does not help you, but is part of the “standard” customer retention policy. As EBQ suggested, you should remind the customer service agent that you have been offered a refund. That will highly accelerate the understanding.
Even that it is great to have customer service in one's own language, it is difficult to maintain a qualified group of people in every language possible. For me too, it is impossible to get customer support in my native language, so I understand your pain. I even have to phone internationally to get support. I'm not complaining, however. When I started with Adobe, Adobe even didn't have my country in their list when I registered my products. That are the facts of live…
Apple is, since they entered the music player and phone market, a company selling consumer products. They probably have more sales in small countries than Adobe in the entire Europe. Adobe in contrast is providing products mostly to professionals, which by itself is a different target as a customer base, even that some of Adobe's products are also highly successful in the non-professional market.
This said, it should never be an excuse for bad customer service. However, my experience with customer service is that they are helpful. Most of the troubles with cancelling are indeed problems where the user did some handling mistake or simply forgot to cancel in time. I've found that customer service is handling those cases in favour of the customer.
You also have to consider the fact that people only complain when something goes wrong. Even if I claim here that Adobe has fewer consumer customers, I believe that the customer base is considerable and most customers are satisfied with the service.
FYI: I am not an Adobe employee, but a user who was awarded the “honorary title” Adobe Community Professional by Adobe for my efforts here in the forums.
For your reference, please find hereafter the instructions to again contact customer service:
Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled! If the chat window fails to open, or is non-responsive, use a different device to start the interaction.
Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Please note that phone charges may apply.
(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)
ABAMBO | Hard- and Software Engineer | Photographer
4
Replies
AdChoices