Subscription Cancellation Experience

New Here ,
Jun 04, 2021 Jun 04, 2021

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I just cancelled my subscription and the experience was less than good (in other words bad). I told the cancellation department (yes there's a department just for cancellations) I wanted to cancel my subscription. A good customer service experience would have been "OK, I'll cancel it." However, the response was more argumentative in nature.

 

After finding out that the reason I wanted to cancel was because I couldn't find any images I could use, the representative proceeded to “remind” me that I had downloaded 10 images. Basically saying, "If you couldn't find any images you wanted to use, why did you download images?"

 

Then it got more confusing when he tried to upsell me, saying that he'd offer me 3 months for free. This didn't really make any logical sense as I had already told him I wanted to cancel because I couldn't find any images. He then proceeded to infer again that I was “lying” because I downloaded images when I said I couldn't find any images I could use.

 

I had to explain to him that I only downloaded the images because I had credits I already paid for and I wanted to use them before cancelling and losing them. The truth is that I actually had a hard time even trying to find images I wanted to license just to use the credits I paid for. It's like getting a gift card to a place you would never shop at and "working" to find something to use them on.

 

This was actually the second time I called to cancel. The first call landed me a representative who forwarded me to a line where I held for 10+ minutes. When the call finally went through it I heard a prerecorded message in Chinese and got hung up on… 

 

The conclusion is that it's not that easy to cancel a subscription to Adobe Stock. Prepare to be insulted by aggressive sales representatives and trade-in good mental energy for bad.

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Asset Quality, General, Licensing, Plans and purchase

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Adobe Community Professional ,
Jun 05, 2021 Jun 05, 2021

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Sorry for the bad experience, I'm certain that someone from Adobe will look into this if you post the Adobe case number here.

 

As for the "3 months free", that's a general tactic to keep the customer subscribed. You get that from most services you want to cancel. Even if you want to keep the service, it is sometimes profitable to chat to customer service as they very often have the possibility to offer a special deal just for you...

 

As for the Chinese message, I'm convinced that the first agent made an error with the transfer.

 

And yes, it's easy to cancel: Cancel your Adobe Stock membership -- there is even a help page on this.

ABAMBO | Hard- and Software Engineer | Photographer

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New Here ,
Jun 05, 2021 Jun 05, 2021

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Thanks for the reply and understanding. Apologies if it wasn't clear. When I say it's not easy to cancel I'm not referring to the general process or access to support. I'm referring to the ease once you're connected to a support specialist.

 

Adobe Case Number  ADB-19715134-D7R5

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New Here ,
Jun 05, 2021 Jun 05, 2021

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A customer shouldn't be out in a situation where they feel they need to justify why they want to cancel. There can obviously be a lot of factors involved (sales representative is having a bad day, etc..), but it was a real experience which could stem from an unhealthy sales tactic as well. 

I've called Adobe customer support a few times before and where it hasn't always been "bad", it's never been great (not friendly).

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Adobe Community Professional ,
Jun 05, 2021 Jun 05, 2021

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Again: I'm sorry for your bad experience. I cannot confirm your experience as the few times I had the need to contact support, I was quite well served, with one exception where the agent promised to get back to us, and never did. But I know that sometimes Adobe customers are feeling frustration when being ill served.

 

I'm calling @EvilBugQueen1 to this thread, so that she can do a follow-up and check what went wrong with your case. With your case number, she can check the conversation flow, and it may help to improve customer care in the future.

ABAMBO | Hard- and Software Engineer | Photographer

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Adobe Employee ,
Jun 07, 2021 Jun 07, 2021

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I have forwarded @Ifightfortheusers's concern to our customer care lead team. 

EBQ

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