Review Time
I had a student plan with Lebanese Lira currency. Suddenly I see I am being charged 420$, when I asked the customer support why you didn't notify that currency has changed they didn't give proper answer, and talking over 10 times with different customer support agents just to cancel the plan, they just keep asking questions without helping.JESSY is a bi**h agent, just repeating nonsense robotic questions then closed the chat without helping, even the agent who cancelled the account closed the chat immediately without asking if I have other questions or issue.Adobe needs to make tough trainings for its customer support!
It is a shame that Adobe is out to rip people off. Terrible customer service, no empathy. To think that my company was considering taking their learning management system and we decided to use their authoring tools "Captivate" . Nobody in the support group is willing to help when you encounter problem with the authoring tool, everyone you meet is asking same question and telling you to restart the project all over. Nobody want to get on a TEAMS/ZOOM call to even see what could be wrong. As frustrating as it is, the app is useless as you cant get help and and boom!! you have to pay for a year for a service you can't use. Be warned and stay away from this company.
How low can Adobe stoop to fix people in to an annual commitment. They do this by luring you in to a free trial period with any time cancellation. If you decide to go on for another month by paying for the month, automatically you are caught up for the year and no cancellation, except by paying for the next 6 months.
I am extremely disappointed with the customer service provided. Despite being a large and well-established company with many years in the industry, they fail to use their technological expertise to improve customer support. The service is consistently of very poor quality, and it’s baffling how a company of this size and experience can neglect such a crucial aspect of their business. It’s clear that they need to invest more in their customer service to meet the expectations of their clients.
Everyone wants to make money. Adobe it's genius, but I guess you want long-term customers so I understand your model. Your products are great. Let's hope I can get my new business off the ground with your product.Does anyone need a plumber? lol.
I was signing up for the free trial to see if their service would offer what I needed. I was ON the sign up screen showing free trial, then next screen asked for card info (that's normal with trials), put it in and got signed up for it (SO I THOUGHT). I logged in immediately and within 5 minutes knew it could not accommodate what I was looking for. Logged out, deleted it and went to cancel the "FREE" trial. Nope, it had me on a monthly subscription. I was charged. I contacted customer service instantly and they said "Oh this happens often and we are not sure why, we are trying to resolve this happening to others, we will refund the transaction right away". I thought, alright, sounds good...a week later, nothing. Called again, they said give it up to SEVEN business days for it to hit (THAT is uncommon). I explained it had been 6 business days, he said call back if you don't receive it tomorrow. I didn't receive it, shocker. Called back. Went back and forth 7 times over 6 weeks and all a sudden they said my card was not accepted which is why the refund was not going through. It is a Business DEBIT card through a reputable bank, the transaction went THROUGH just fine. I eventually gave up and ate their charge. Additionally, they kept saying "you don't have an active plan, we can't find your account info", hmmm, because I cancelled it!! They said that could have been causing an issue too. WTH! Then they asked for another card (on the SEVENTH call between April and June) and I hung up because I did NOT trust them having another cards info. I am a very small business and any amount of money lost for literally NO reason, is just such a waste and I ended up investing HOURS to try to get it back. Will never sign up for their services again which sucks, planned to do a different service down the road, NOPE.
Their subscription and cancellation policy is a complete scam.I was on the annual subscription, paid monthly. However Adobe will not notify you when the 12 month period is coming to an end. Once it slips into month 13 you're automatically signed up for another 12 months. Several years in and it's a little tricky to keep tabs on when the precise start date was.If you cancel on month 1 of the new 12 month cycle you'll be charged 50% of the remaining years subscription and you'll lose access to any services.I've read they're being investigated for this practise and it would seem to break the rules, in the UK at least. But who has the time to pursue it. Which is what they're banking on I suppose.I was only cancelling one package but on the strength of this I have cancelled all subscriptions.
An account was set up without my knowledge. I got on to Adobe and they agreed to refund me. That was over 2 months ago. I am constantly being told that it will be paid back to me by management, and I have to wait 5 days…every time the 5 days go by , no money is credited back to me. I then have to go between agents and tell them the case every time - no notes are on the case clearly. When I finally get to speak to management they tell me it’s will the back end team and to be patient! Have an account set up fraudulently is bad enough but to be told to be patient after 2 months is damn right disgraceful. I’ve never know incompetency like it from a company. I have spoken to them today and I’m told the same think “ we sympathize with you sir but please be assured the refund will be paid” yeah after 2 months I don’t believe a word of it. I’ve asked them to get somebody from their complaints department to contact me. This also has never happened.
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