I just got myself a $20 discount per month for the next year. Thanks OP!
Edit: Transcript for anyone wondering https://gist.github.com/wesoudshoorn/05202a305c48e504d4c9
Trying to cancel your yearly subscription on the day it gets automatically renewed seems like a not-so-good idea... Just one day earlier would make things clearer and ensure this kind of things don't happen to you.
Don't bait the sharks, just sayin.
Except they aren't sharks and if they behave as such they should be reminded of the fact they aren't sharks.
No, this is not the consumer's problem. It's insane they are able to charge early termination fees on these subscriptions. I'm so glad there are better alternatives these days.
so cancellation fee?
Yes, as per the previous conversation if you wish to continue the subscription till the commitment ends, I can help you with next 2 months free.
so, last time i spoke to an agent they said i had 2 months left of my subscription
and that was more than 2 months ago
Yes, that's correct.
I see that you have 6 transactions left for the subscription to complete the annual Commitment.
The best option I suggest you to take the advantage of free months and enjoy the service, if you take the advantage of free months you will only have to pay for last 4 months.
I´ve payed, according to my accounts 13 payments to Adobe
since starting my subscription, which i believe was 1 year
so that´s 1 payment more than 1 year
The subscription is annual based with lower monthly fee, the subscription renew automatically, if you don't cancel the subscription in 12th month, the subscription will renew automatically.
so my annual subscription per month is 45.73
which is a lot of money for something I don´t use
I´ve tried contacting Adobe now 3 times to cancel
last time I got the answer I had 2 more months or else I´d get a cancellation fee
So I waited until now to cancel
now you are telling me I´ve got another year?
The subscription renew automatically, if you don't cancel the subscription in 12th month.
that doesn´t make any sense, I´m sorry
I can help you with 3 months free subscription, this will support you financially and you can avoid your cancellation fee as well, May I know if you are interested in?
So can you tell me what exactly the cancellation fee is, and what amount of months I need to pay to avoid it
I´d rather pay the fee than be stuck in this
If you cancel the subscription now, you will be charged 50% of the remaining 6 months within 24 hours.
If you continue the subscription, I can waive off the fee for next 3 months and you will have to pay for last 3 months.
Ok, so why is there a 6 month period?
I´ve payed for 13 months already Your chat transcript will be sent to firstname.lastname@example.org at the end of your chat.
The commitment of the subscription is till 25-May-2016
You are in the new commitment from 25-May-2015 to 25-May-2016
ok, and what was my timeframe for cancelling the subscription? the exact month of 12
or 13 in my case
You will able to cancel the subscription from your Adobe account or contact us between 25-Apr-2016 to 25-May-2016
ok, let´s go with the 3 months free for now
Please allow me a moment while I add the free months and provide you with the reference number.
ok, what will i do with the reference number?
And what´s the cancellation fee?
You will not have to do anything with the number, the number will be for the reference.
I have successfully added the free months subscription for this order number --------------------
Here is the reference number for the free months : ---------
ok, and what´s the cancellation fee?
The cancellation fee was 50% of the remaining 6 months, it is same if you continue the subscription with next 3 months free.
Ok, so my choice is to cancel now. or wait until the next run of 6 month cycle continues. Can you give me an exact date when I need to contact you for cancelling my subscription?
You will able to cancel the subscription from your Adobe account or contact us anytime between 25-Apr-2016 to 25-May-2016
Ok, thank you for the information and the free subscription.
Have a good day
Holy shit are Adobe talking in riddles or something?
That's absolutely disgraceful. This is not how you build better customer relations. What next? A horse's head ( just the screen from a macBook ) lying on your bed in a box?
Yeesh...That seems super shady...I was planning on cancelling my adobe subscription soon for similar reasons, and now i'm hoping I don't have to go through a similar process...
Unfortunately - that's the only way to cancel. Welcome to Adobe
fyi, Rani Mani, who is in charge of customer care at Adobe just posted this:
Hi, my name is Rani Mani, and I lead the Social Care team at Adobe for our creative products. First, I want to apologize for this experience. We have been working very hard to improve the experience when cancelling, and contacting customer service, and seeing this is just as frustrating for us, as it is for everyone else.
We did have a issue over a year ago that’s since been fixed that prohibited customers from canceling their subscription on their billing date without reactivating their account. In this particular case, the agent was misinformed and has been coached with the correct process. We have also taken this opportunity to provide refresher training for the rest of our agents on the cancellation process.
In addition, we are working on changes to the website, to make it easier for customers to cancel in general, so they don't need to contact customer support
If you have additional thoughts, feedback and suggestions, please feel free to email me directly email@example.com, or post here.
The team is also watching this thread.
A year ago? I went through this a couple months ago.
Similarly, cancelling my NYTimes subscription was not very easy. They refused to let me cancel as I had a new credit card in the mail and couldn't update immediately. So, they made me wait a month (where I twice more tried to cancel via email) and then sent me a note that my account was cancelled by them for lack of payment. Why not just let me cancel the day I called to cancel my account?
A Small Orange (hosting) as well. I cancelled and then 8 days later they send me a note telling me that I'm overdue and I owe them an extra fee. So, I tell them about this and they say "it's ok". And then another week later I get another email telling me I'm overdue. And then another week.
This is the new normal...a good reason to cut as many services as possible only using what you really need.
Chaitra: In this case, If O cancel the subscription also the subscription will reactivate. v Me: You're telling me that if I cancel today, the subscription will automatically renew for another year even though it has been canceled?
Holy shit. Outsourced tech support at its fucking finest.
They must have outsourced the customer service to the cheapest option possible
All of Adobe's customer service reps are based in India.
I can already forsee a Medium article titled "How to get an Adobe Monthly Subscription for $30/mo".
Nothing "ruthless" to me. This seems regular PR tactics. A LOT of companies also do it.
PS: I worked in call centers as well about 10 years ago.
I've experienced this (maybe not to this extent) with a lot of other companies, so it does seem pretty standard. Unfortunately, when I try to cancel something I actually don't want, I get offered a lower price, yet when I pretend to cancel a service I do want in hopes of a discount, it doesn't pan out. I'm sure thats not coincidental.
lol I can confirm that this happened to me too!
I want that offer also.
I just followed a similar script and got this offer and took them up on it.
Found this headline rather funny since reading that chatlog: http://offers.adobe.com/en/na/marketing/landings/_246450_on_love_and_data.html?s_rtid=701140000026sn5AAA&s_iid=70114000002JVskAAG&sfid=
This is how most subscription stuff works, so not a big deal IMHO... but what I wish they would do is start offering reduced rates based on being a loyal customer. It's crazy how you can pay full price and then the people who threaten to cancel get a fantastic deal. Makes me wonder how retention would be affected if they started doing something like 3+ years of service, pay only $39.99. 6+ years service, pay only $29.99 or similar. Entice people to stay with the knowledge it gets cheaper over time. At the same time, lengthen the tail of your users by making more cost effective over time... harder to quit.
Easiest way to cancel any product is to just get a new credit card. Sure it might be a pain for your other services but they definitely won't be able to charge you anymore.
Went through this a year ago, not surprised that it is still just as bad. You don't have aggressive customer service reps like this by accident.
You never physically signed anything. It's a monthly payment. I'd cancel my credit card and tell them to screw off.
Just incredible, nevermind how bad Photoshop has gotten.
Truly, Photoshop is terrible but the only thing I have found that works well. Have you tried affinity photo/designer? are they any good?
Affinity designer and Affinity Photo are fantastic replacements. Faster, cleaner and they just work better. The team is very responsive with new features and also documents transfer seamlessly from Photoshop to Affinity.
$30/m is a good deal. If it's my situation, I would grab it.
For Adobe it is. Compared to all other software I use, it's still a rip off.
With this kind of attitude i don't see them well...
The only way to cancel with Adobe without all this BS is to claim your credit card was lost. It's not worth even talking to their terrible reps, who are going to screw you over.
This whole situation, sadly, IS the standard at which a lot of larger businesses operate. I think the reason we're all so shocked and frustrated (aside from it just being shitty in general) is because a company so linked to the design industry, community and culture is shitting on the very people they constantly say they're here to help.
There's a disconnect there that needs to be addressed.
Wait where is everyone going? I've been using both Photoshop and Sketch but I feel like I still need Photoshop to edit photos and do a ton of things Sketch can't. Anyone have any recommendations?
Can Affinity import/export .ai format? Does Affinity have an InDesign competitor.
You just gave me an idea for how to get a discount...
This is exactly why SaaS software tends to benefit the maker and not the consumer. I wish adobe would go back to flat fees.
Had a similar experience when cancelling. I cancelled because my work supplied me with one, I no longer needed my personal subscription. Despite telling them that I had the exact same discount and free trial chat.
Also had i similar experience with Sky TV a while back, where when i called to cancel after a free trial the guy asked "You wouldn't like it if you gave someone something for free and then they didn't take up your offer".
Chaitra: In this case, If O cancel the subscription also the subscription will reactivate.
Me: You're telling me that if I cancel today, the subscription will automatically renew for another year even though it has been canceled?
Holy shit. Outsourced tech support at its finest.
We tend to forget
Woooow. Makes me more convinced that I'm happy sticking with CS6.