46 comments

  • Wes OudshoornWes Oudshoorn, over 5 years ago (edited over 5 years ago )

    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

    19 points
  • Pierre de MillyPierre de Milly, over 5 years ago (edited over 5 years ago )

    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.

    11 points
    • Ryan MurphyRyan Murphy, over 5 years ago

      Except they aren't sharks and if they behave as such they should be reminded of the fact they aren't sharks.

      0 points
    • Kyle CaseKyle Case, over 5 years ago

      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.

      0 points
  • Olafur Breidfjord, over 5 years ago

    Me:

    so cancellation fee?

    Me:

    what´s that

    Adobe:

    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.

    Me:

    so, last time i spoke to an agent they said i had 2 months left of my subscription

    Me:

    and that was more than 2 months ago

    Adobe:

    Yes, that's correct.

    Adobe:

    I see that you have 6  transactions left for the subscription to complete the annual Commitment.

    Adobe:

    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.  

    Me:

    I´ve payed, according to my accounts 13 payments to Adobe

    Me:

    since starting my subscription, which i believe was 1 year

    Me:

    so that´s 1 payment more than 1 year

    Adobe:

    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.

    Me:

    so my annual subscription per month is 45.73

    Me:

    Pounds

    Me:

    which is a lot of money for something I don´t use

    Adobe:

    Okay,

    Me:

    I´ve tried contacting Adobe now 3 times to cancel

    Me:

    last time I got the answer I had 2 more months or else I´d get a cancellation fee

    Me:

    So I waited until now to cancel

    Me:

    now you are telling me I´ve got another year?

    Adobe:

    The subscription renew automatically, if you don't cancel the subscription in 12th month.

    Me:

    that doesn´t make any sense, I´m sorry

    Adobe:

    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?

    Me:

    So can you tell me what exactly the cancellation fee is, and what amount of months I need to pay to avoid it

    Me:

    I´d rather pay the fee than be stuck in this

    Adobe:

    If you cancel the subscription now, you will be charged 50% of the remaining 6 months within 24 hours.

    Adobe:

    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.

    Me:

    Ok, so why is there a 6 month period?

    Me:

    I´ve payed for 13 months already Your chat transcript will be sent to oli@olafurbreidfjord.com at the end of your chat.

    Adobe:

    The commitment of the subscription is till 25-May-2016

    Adobe:

    You are in the new commitment from 25-May-2015 to 25-May-2016

    Me:

    ok, and what was my timeframe for cancelling the subscription? the exact month of 12

    Me:

    ?

    Me:

    or 13 in my case

    Adobe:

    You will able to cancel the subscription from your Adobe account or contact us between 25-Apr-2016 to 25-May-2016

    Me:

    ok, let´s go with the 3 months free for now

    Adobe:

    Alright.

    Adobe:

    Please allow me a moment while I add the free months and provide you with the reference number.

    Me:

    ok, what will i do with the reference number?

    Me:

    And what´s the cancellation fee?

    Adobe:

    You will not have to do anything with the number, the number will be for the reference.

    Adobe:

    I have successfully added the free months subscription for this order number --------------------

    Adobe:

    Here is the reference number for the free months : ---------

    Me:

    ok, and what´s the cancellation fee?

    Adobe:

    The cancellation fee was 50% of the remaining 6 months, it is same if you continue the subscription with next 3 months free.

    Me:

    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?

    Adobe:

    You will able to cancel the subscription from your Adobe account or contact us anytime between 25-Apr-2016 to 25-May-2016

    Me:

    Ok, thank you for the information and the free subscription.

    Me:

    Have a good day

    7 points
  • Doug OrchardDoug Orchard, over 5 years ago (edited over 5 years ago )

    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?

    7 points
  • Febril CuevasFebril Cuevas, over 5 years ago

    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...

    7 points
  • Mike ChambersMike Chambers, over 5 years ago

    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 ramani@adobe.com, or post here.

    Thanks, Rani

    The team is also watching this thread.

    6 points
    • Jffry VskJffry Vsk, over 5 years ago

      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.

      0 points
  • Ed AdamsEd Adams, over 5 years ago

    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?

    Chaitra: Yes.

    Holy shit. Outsourced tech support at its fucking finest.

    3 points
  • Bjarke DaugaardBjarke Daugaard, over 5 years ago

    They must have outsourced the customer service to the cheapest option possible

    3 points
  • Alfonse SurigaoAlfonse Surigao, over 5 years ago

    I can already forsee a Medium article titled "How to get an Adobe Monthly Subscription for $30/mo".

    2 points
  • Catalin CimpanuCatalin Cimpanu, over 5 years ago

    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.

    2 points
    • William GuerraWilliam Guerra, over 5 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.

      0 points
  • Samuel ṢoṣinaSamuel Ṣoṣina, over 5 years ago

    lol I can confirm that this happened to me too!

    2 points
  • Patrick LoonstraPatrick Loonstra, over 5 years ago

    I want that offer also.

    2 points
  • Danny WebsterDanny Webster, over 5 years ago

    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=

    1 point
  • Account deleted over 5 years ago

    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.

    1 point
  • Art VandelayArt Vandelay, over 5 years ago

    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.

    1 point
  • Taurean BryantTaurean Bryant, over 5 years ago

    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.

    1 point
  • Michael AleoMichael Aleo, over 5 years ago

    You never physically signed anything. It's a monthly payment. I'd cancel my credit card and tell them to screw off.

    1 point
  • David AlandíDavid Alandí, over 5 years ago

    Adobe Mafia

    1 point
  • Olafur Breidfjord, over 5 years ago

    Just incredible, nevermind how bad Photoshop has gotten.

    1 point
    • Connor NorvellConnor Norvell, over 5 years ago

      Truly, Photoshop is terrible but the only thing I have found that works well. Have you tried affinity photo/designer? are they any good?

      1 point
      • Matthew BlodeMatthew Blode, over 5 years ago

        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.

        1 point
  • Cody Gallner, over 5 years ago (edited over 5 years ago )

    $30/m is a good deal. If it's my situation, I would grab it.

    1 point
  • Cosmin MadalinCosmin Madalin, over 5 years ago

    With this kind of attitude i don't see them well...

    1 point
  • Ivan StorckIvan Storck, over 5 years ago

    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.

    0 points
  • Keaton TaylorKeaton Taylor, over 5 years ago

    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.

    0 points
  • Clarence JohnsonClarence Johnson, over 5 years ago

    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?

    0 points
  • Sergio Santos, over 5 years ago

    You just gave me an idea for how to get a discount...

    0 points
  • Andy LeverenzAndy Leverenz, over 5 years ago

    This is exactly why SaaS software tends to benefit the maker and not the consumer. I wish adobe would go back to flat fees.

    0 points
  • Alastair TaylorAlastair Taylor, over 5 years ago

    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".

    0 points
  • Ed AdamsEd Adams, over 5 years ago (edited over 5 years ago )

    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?

    Chaitra: Yes.

    Holy shit. Outsourced tech support at its finest.

    0 points
  • Erik Friberg, over 5 years ago

    We tend to forget

    0 points
  • Renee PRenee P, over 5 years ago (edited over 5 years ago )

    Woooow. Makes me more convinced that I'm happy sticking with CS6.

    0 points