Impossible to cancel the membership, Downunder

I had a year to join Adobe Creative cloud that expired Dec. 21.  I decided to not renew her subscription said I found that I was not simply to use as I had hoped for.  Thus, on 19 December, I started the annulment process.

I followed links easy to find online and eventually landed on the form https://helpx.adobe.com/contact.html?step=CCSN_membership-account-payment_cancel-your-memb ership_stillNeedHelp.  The Online Chat option was not available (clickable) and the phone option was available Monday-Friday, 05:00-7 pm PT.  That's fine if you are based in the United States but, uUnfortunately for me, I am based in Sydney Australia.  This period before the end of the year is particularly busy and I have found that whenever I was able to work around that he was outside the window of contact reported.

I managed to contact Adobe After the summer vacation on Jan 11 PT.  However, I was told that my subscription was renewed and I had to pay cancellation fees.  I explained that I had not used the service within a few months, but said flatly I would not able to cancel without paying cancellation fees * and * I had indeed used the service (I blame the service update for it - it should be set to Adobe).  Unhappy with this I asked an escalation.

I was contacted by the Manager of the climbing overnight who sympathized somewhat and offered to give up 50% of cancellation fee (USD$ 56 - AUD$ 80 - I think).  The subscription is AUD $ 10 per month.


To summarize:


1. the only time you can contact support are from 05:00 to 19:00 PT * according to the Web site *.  The chat feature is not available outside of these hours.

2. their system does not have a complete abandonment of cancellation fees.  Who would build a system so rigid?

3. the allegation that I continued to use their products despite my request that I hadn't done in months.  I think that their testimony is based on the traffic generated by the Adobe update that has been installed - but it is the conjecture

4. why force someone to use the media to cancel a service in the first place?  What purpose is there for that?


For a company the size of Adobe, I think this is totally unacceptable.  If you're going to force people to use the media to cancel a service and support available 24-5.  I find extremely ruthless renewal tactics that makes for a terrible customer experience.

As a result, Adobe agreed to not apply cancellation fees.  Kudos to Adobe for this.  I still want to see the problems fixed, but this goes a long way to restoring my faith in Adobe.

Tags: Adobe

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