Open Letter to Mr. Shantanu Narayen, Chairman, President and CEO Adobe

New Here ,
Jun 05, 2017

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Dear Mr. Narayen,

I'm writing to you to bring to your attention a problem I am having, and to appeal to your sense of fairness to make things right.

I am customer for Photoshop and Lightroom for which I pay $10/month. However, recently I noticed that I was being charged for the Adobe Stock product ($32.65 for each of the last three months), a service I did not order.  I do not know how I came to be receiving it. I suspect that you may have my information from my current subscription, and billed me erroneously.  Once I noticed the charge, I did the obvious thing, cancelled it, but then I was charged $130.61, for canceling something I didn't order in the first place.

I am apparently not alone in this situation, as other customers with the same problem have posted in the Adobe forums, but they have not gotten satisfaction. Here are some examples:

https://forums.adobe.com/thread/2296323

https://forums.adobe.com/thread/2053159

While the individuals on those forums accuse Adobe of unethical behavior, I think it is simply that an administrative error has been made. Can you please make sure I am refunded the $228.56 that I am out?  (3 months x $32.65 + the cancellation fee of $130.61).

Thanks very much.

Sincerely,

Marina Tychinina

Hi Gustaf,

In regards to the post above, you can share your concerns related to the product issues on the following email address shared in a private message or you can also wait for David to respond on the next business day. We apologize for the delay in response here.

Regards,

Twarita

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Open Letter to Mr. Shantanu Narayen, Chairman, President and CEO Adobe

New Here ,
Jun 05, 2017

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Dear Mr. Narayen,

I'm writing to you to bring to your attention a problem I am having, and to appeal to your sense of fairness to make things right.

I am customer for Photoshop and Lightroom for which I pay $10/month. However, recently I noticed that I was being charged for the Adobe Stock product ($32.65 for each of the last three months), a service I did not order.  I do not know how I came to be receiving it. I suspect that you may have my information from my current subscription, and billed me erroneously.  Once I noticed the charge, I did the obvious thing, cancelled it, but then I was charged $130.61, for canceling something I didn't order in the first place.

I am apparently not alone in this situation, as other customers with the same problem have posted in the Adobe forums, but they have not gotten satisfaction. Here are some examples:

https://forums.adobe.com/thread/2296323

https://forums.adobe.com/thread/2053159

While the individuals on those forums accuse Adobe of unethical behavior, I think it is simply that an administrative error has been made. Can you please make sure I am refunded the $228.56 that I am out?  (3 months x $32.65 + the cancellation fee of $130.61).

Thanks very much.

Sincerely,

Marina Tychinina

Hi Gustaf,

In regards to the post above, you can share your concerns related to the product issues on the following email address shared in a private message or you can also wait for David to respond on the next business day. We apologize for the delay in response here.

Regards,

Twarita

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Jun 05, 2017 0
LEGEND ,
Jun 05, 2017

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I doubt they will see this in a user to user forum. I doubt they even know the forums exist, actually.

I would suggest to contact @AdobeCare on Twitter for account related issues. Hope that helps, good luck.

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Jun 05, 2017 0
Adobe Employee ,
Jun 07, 2017

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Good day Marina,

I'm terribly sorry for the trouble that this has caused you. I'm coordinating with my team now to correct this and will update you with more details shortly.

Kind regards,

David Kastendick

Manager, Social Customer Care

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Jun 07, 2017 0
Community Beginner ,
Oct 14, 2017

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Good day David

my name is Gus Hallgren, 93 yr old veteran of flying bombers as a navigator in European theater in WW2.. have used every edition of photoshop since 2007.

i have discover a bunch of error which I described in a letter to you, which tracking says arrived in corporate office in San Jose last thurs at 9:58 am.

As I have not heard from you, maybe another error, and a loss of over an hour of typing.

As my hearing is terrible, could you give me. Your email, I will resend it.

Gus

BTW: would appreciate a reply ASAP as my wife has to handle talking to the bank as a interpreter and she is going ballistctic over this situation

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Oct 14, 2017 0
Adobe Employee ,
Oct 15, 2017

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Hi Gustaf,

In regards to the post above, you can share your concerns related to the product issues on the following email address shared in a private message or you can also wait for David to respond on the next business day. We apologize for the delay in response here.

Regards,

Twarita

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Oct 15, 2017 0
Community Beginner ,
Oct 16, 2017

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Thank you.

This is Photoshop I have enjoyed for the last ten years, and not the comedy of errors I found in over zealous support shown by a couple of support chats..

Thank you very much for your prompt attention

Best regards

Gus

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Oct 16, 2017 0
Adobe Employee ,
Oct 17, 2017

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Hi Gus,

I think there was a mixup in my communication through Twarita.  Please see the Private Message I've sent.

Thanks,

David

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Oct 17, 2017 0
Community Beginner ,
Oct 17, 2017

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Thank you. However Twarita walked me through a resolution.

Thanks Twarita

Gus

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Oct 17, 2017 0
Adobe Employee ,
Oct 17, 2017

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You are welcome, Gustaf.

Feel free to update this thread in case of any additional questions.

Regards,

Twarita

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Oct 17, 2017 0
Community Beginner ,
Nov 06, 2017

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Dear Twarita

Thank you very much. You are a Lay of your word, and when the bank was dragging it’s heels, your persistence showed a cred of $100,70 in my bank account today as you said it would.

You are a credit to Adobe and renewed my confidence in Adobe

in appreciation.

Gus Hallgren

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Nov 06, 2017 0
Adobe Employee ,
Nov 06, 2017

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You are welcome Gustaf

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Nov 06, 2017 0
Community Beginner ,
Nov 07, 2017

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Good. Morning Twarita

you are a Lady of your word and I appreciate your assistance.

Keep up the good work.

Cordialy

Gus

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Nov 07, 2017 1
Adobe Employee ,
Jun 07, 2017

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Good day Marina,

We have resolved this and I am sending you more detailed information via email.

Kind regards,

David Kastendick

Manager, Social Customer Care

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Jun 07, 2017 0
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