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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You can also check the help below document:
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Please contact via https://helpx.adobe.com/x-productkb/global/phone-support-orders.html
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Please contact Adobe customer care http://helpx.adobe.com/contact.html
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Chat/phone: Mon - Fri 05:00-19:00 (US Pacific time) <==>==> NOTE DAYS AND TIMECreative cloud support (all creative cloud customer service problems)
http://helpx.Adobe.com/x-productkb/global/service-CCM.html -
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Removed privacy serial No.
You may please check out the link below for instructions on cancellation.
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For more information you can contact the Support from Adobe by clicking on the link below.
Please make sure that you are connected to the right Adobe ID.
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