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Updated by user Jun 12, 2014

Update from 6-11-2014

info: Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.

While you wait, you can try our community forums where experts are online 24/7.

info: You are now chatting with 'Mohammed'

Mohammed: Hello.

Welcome to Adobe Technical Support.

Mohammed: Hi Ross. Ross : Hi Mohammed Mohammed: Please allow me a moment while I look into your account & verify the details. Mohammed: Thank you for staying online. Mohammed: As I understand that you want to know the case status for the case number : 021297****, is that correct?

Ross : I would like my refund processed Mohammed: Thank you for confirming. Mohammed: I'll be glad to provide information regarding this. Mohammed: I would like to transfer this chat to the appropriate Customer Service *** where we have experts available to help you on this issue, will that be fine? Ross : If they actuyally help me, but it is more likely they will open a ticket, trhen csancel it for no reason Ross : as they have 3 times already Mohammed: I apologize for inconvenience caused to you.

Mohammed: Please allow me a moment while I transfer the chat. info: Please wait while I transfer the chat to the appropriate group. info: You are now chatting with Snigdha. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window.

Doing so will disconnect our chat session. Snigdha: Hello! Welcome to Adobe Customer Service. Ross : hi Snigdha: Hi Ross .

Ross : hello Snigdha: Please allow me a moment to check for the issue. Ross : ok Snigdha: Thank you for waiting. One moment please. Ross : ok Snigdha: Sorry for the wait.

Please do stay online. Ross : I will Snigdha: I checked your case and saw that you have contacted us before to get refund for a subscription which is active and you contacted after 1 month to cancel the subscription. Ross : I tried to cancel the formscentral subscription but was not able to because there was an error preventing cancellation. Chat support reps were unable to cancel it for me as well.

Snigdha: I see that you had Adobe FormsCentral Basic Service with the order number AD00794**** which you purchased on May 22, 2013. This subscription is now cancelled. Ross : That is the one. Ross : I paid for it for 11 Months Ross : I used it briefly during the first month (May 2013), and never again after Ross : Attemptsd to cancel it failed Ross : FINALLY last month it was cancelled Ross : I want the 10 months I paid for but did not use it because i could not cancel it refunded Ross : I have been trying to get this done for a month now Snigdha: I don't see that you have contacted us to cancel the subscription in 2013.

Ross : I tried cancelling using the instructions Adobe offers in the help file Snigdha: You have contacted us on : 09 May 2014 Ross : Reaching Support for Adobe products is an arduous task and is very time consuming, as you well know Snigdha: May I know why you did not contact us to cancel the subscription before 39 days form the date of purchase? Ross : Again, Reaching Support for Adobe products is an arduous task and is very time consuming, as you well know Snigdha: sorry 30 days*. Ross : So I put off the task of finding out how to get support until recently Snigdha: It is not time consuming, we are there to help you. You could have contacted to the phone support to cancel the subscription.

Ross : Look at the previous cases, a chat support agent told me that there was no phone support Ross : And it is very time consumiong, Adobe support is a disaster Ross : no offense to yopu personally Snigdha: We have rule that it the customer does not contact us within 30 days form the date of purchase we cannot initiate refund. Ross : I'm sure you didn't design it Ross : I have a rule that when a company, such as Adobe, blatantly lies to me, charges me for a service that I do not want by making it VERY DIFFICULT to cancel said service, I will do everything I can to force them to do the honest thing Ross : Including ripoffreport.com and pissedconsumer.com filings. Which I have already posted Snigdha: Please allow me some more time to check the case. Ross : When a customer follows the instructions that Adobe has posted for cancelling an account and receives an error, the responsibility for the account thereafter is on Adobe, not the customer.

Thee customer should not have to contact support, numerous times nonetheless, to get the account to be able to be cancelled. I followed the instructions, it did not work, not my fault, Adobe's fault. Ross : Moreover, when the first chat supporrt agent I chatted with tried to cancel the account for me, she wasw uunable to cancel it too. Ross : So I am not the only person who experienced the error when attempting to cancel Ross : and this is documented in the first transcript Snigdha: Thank you for your patience.

Ross : would you like me to paste that transript in this window for you? Snigdha: I'll be right with you. Ross : As for calling support, the number for phone support is nowhere to be found on Adobe's site. When I asked for the number I was told it did not exist.

This is documented in the cchat support transcript from the second chat support session. Ross : would you like me to paste that transript in this window for you? Snigdha: This case is already escalated to the senior team and the senior team decided to provide you refund for the month of Jan, Feb and March. Snigdha: Will that be okay with you?

Ross : So Adobe wants me to pay for 7 months of their service, regardlessx of the fact that I tried to cancel it and could not due to an error caused by Adobe? Ross : I do not feel I should be paying for a service I was unable to cancel thropugh no fault of my own Snigdha: I am sorry this is what is decided by the senior team. Snigdha: Also, you did not notice the monthly payments of $14.99 on your card for every month till 11 months. Ross : can someone explain to me why I should accept the theft of 104.93 from my account?

Ross : Yes, I noticed, again Reaching Support for Adobe products is an arduous task and is very time consuming, as you well know Ross : As for calling support, the number for phone support is nowhere to be found on Adobe's site. When I asked for the number I was told it did not exist. This is documented in the cchat support transcript from the second chat support session. Ross : Chat support does not always function either, just tonight while trying to get to you the chat support option was telliung me you were closed for the first 30 minutes I attempted to get to you Ross : I do not have time to jump through thesse hoops to cancel an account.

The only reason I am willing to now is because I am very angry that Adobe is lying and using these tactics to extort their customers Ross : This is extortion, this is blatant theft. i won' Ross : I won't stand for it Snigdha: If you wish I can escalate this case to the relevant team so that they can check and assist you with this issue. Ross : I have been told that many times before. Every time it was a lie.

Snigdha: You are provided 3 months refund as an exception, we don't provide any refund to customers contacting us after 30 days form the date of purchase. Ross : You also don't provide a methodf to cancel that doesn't involve a long and tedious process Ross : I aqm not the only customer complaining about this Ross : my report is not the only one addressing this on ripoffreport.com or pissedconsumer.com Ross : My judgement in refusing to pay for 7 months of service I was unable to cancel is not flawed. Adobe's policy of extortion which would require me to pay for those 7 months is flawed. Ross : If someone steals 100 dollars from you, then you confront them and they agree to give you 30 back, does that make it ok for them to steal the remaining 70?

Snigdha: I am sorry for the inconvenience caused to you. Ross : Your sorrow and my incovenience are irrelevant. Please answer my question. Snigdha: I will escalate this case to the relevant team so that they can check and assist you accordingly.

Snigdha: You will get confirmation email in your email address within 2-3 days. Ross : I have been told that exact thing several times before. Every time it was a lie. Ross : Please answer my question Snigdha.

Ross : If someone steals 100 dollars from you, then you confront them and they agree to give you 30 back, does that make it ok for them to steal the remaining 70? Snigdha: What is the lie? We really escalate the case to the relevant team so that they check the case and decide what to do. Ross : They cancel the tickets, reference the 3 "withdrawn tickets Ross : Again Snigdha, Please answer my question.

Ross : If someone steals 100 dollars from you, then you confront them and they agree to give you 30 back, does that make it ok for them to steal the remaining 70? Snigdha: I'll be right with you. Ross : ok Snigdha: Ross, I agree to what you say and anyone would not agree if this was a case of stealing. However, we are not denying a refund its just that we are not able to assist you with a complete refund in your case.

Ross : The question is a simple 'Yes' or 'No' Snigdha: If you would have contacted us earlier immediately after the very first month we would have assisted you with a complete refund from our end. Ross : And I am not asking for a complete refund. I am willing to pay for the first month Ross : And I am not asking for a complete refund. I am willing to pay for the first month Ross : So, Yes, you are denying a refund and anyone would agree, this is stealing.

Snigdha: Ross, we understand that you are willing to pay for the first month which is fine however, we are trying to inform you that the refund request should have come immediately after the first month. Snigdha: We did forward your request to our relevant team to check if we can assist you with the refund and the request was declined. Ross : And it would have come immediately, but remember, I was unable to cancel the account using the instructions provid3ed by Adobe. Ross : Again, not my fault the account was broken and could not be =cancelled.

Ross : Adobe's fault. Ross : Take some responsibility for the faulty program you sold me. Ross : As for calling support, the number for phone support is nowhere to be found on Adobe's site. When I asked for the number I was told it did not exist.

This is documented in the cchat support transcript from the second chat support session. Ross : Reaching Support for Adobe products is an arduous task and is very time consuming, as you well know Snigdha: There is no cases that is documented under your Adobe account to have requested to cancel the subscription, you could have contacted Adobe earlier to cancel the subscription and get a complete refund. Snigdha: We are sorry to again inform you that the exception for a refund for 11 months was already declined and its only possible for us to assist you with a refund for 3 months now. Snigdha: If required we can forward your request again and check if our relevant team can make an exception as per your request.

Ross : Thgat is not acceptable Ross : If someone steals 100 dollars from you, then you confront them and they agree to give you 30 back, does that make it ok for them to steal the remaining 70? Snigdha: Thank you for waiting. One moment please. Snigdha: Ross, I completely agree to what you say.

However, I will have to again inform you that we have not denied the refund request at all. We are still refunding you for a service which you have not used. Its just that our policy and terms doesn't accommodate us to assist you with the refund for the 11 months which you are expecting. Snigdha: Like I asked you already, we can forward your request again and check if our relevant team can make an exception as per your request.

Snigdha: Let me know so that I can forward this request back to our support team and we can contact you via email in 24 to 48 hours. Ross : 10 Months, I am requesting 10 months Snigdha: Okay, for 10 months of refund, do you wish we re forward this request explaining your request again? Ross : It would be satisfactory to process the refund for 10 months, forwarding a request has never resulted in anything happening Ross : I would like to speak to the relevant department myself Ross : I have been more than patient with adfobe during this month of attempting to resolve this Ross : I have no issue bringing a suit against adobe for this. it is theft afterall Snigdha: I am sorry, this escalation is done internally and its not possible for you to contact the support team of escalation directly.

Snigdha: Which is why we have a process to follow up from our end. I would like to inform you that I will make appropriate notes to the relevant team so that they will know your exact request and assist you better to fix this issue. Ross : So to speak to this relevant team, I need to file a suit and thensubpeona them? Ross : what is the name of "relevant team"?

Snigdha: Its not possible for you to directly chat with our team here who handles escalations. Which is why we have an option to follow up internally and get this request fixed. Please allow us one more time to check back with our higher level of support and get back to you via email. Snigdha: We do not have a particular name for the team handling the escalation like I informed already.

Ross : Team...Does not exist? Snigdha: I am sorry, you will not be able to contact them directly. Ross : have them call me now then Ross : x-xxx-xxx-xxxx Snigdha: Sorry for the wait. Please do stay online.

Ross : I will Snigdha: Thank you for waiting. One moment please. Ross : I am Snigdha: I understand your concern, however I am not authorized to issue 10 months refund. Hence I will forward this to next level of support for further processing.

Snigdha: You will be contacted via email in this regards. Ross : And then we will do this all over again in 2 days no doubt Snigdha: Yes, you have to wait for the email form the relevant team, which you will get within 2-3 days. Ross : And then come back to the chat and do this whole thing again Ross : Pathetic Adobe. This is just sad.' Ross : A once industry leeader is now a common thief.

Snigdha: I am sorry if you feel that way, please allow us one more time to get this request forwarded to our support team to check what best can be done with regard to this request. Snigdha: We value every customer, and we would never do anything to intentionally put those relationships in peril. Ross : Adobe has done just that. Snigdha: We are not taking your dissatisfaction lightly.

We are already working to improve our internal processes, and I hope you will bear with us until we forward this request again and get a better resolution. Ross : if my refund is not issued in 3 days, i am seeking legal action. Snigdha: Sure, we will make sure that you will be contacted in less than 3 business days. Ross : I have wasted way too many hours trying to work this out with Adobe.

i ahve been more than accomadating. Adobe has 3 days to issue 10 months refund. Ross : I am done requesting. Snigdha: I am sorry for the inconvenience caused.

we will let you know within 2-3 days. Snigdha: Is there anything else I can help you with? info: Your chat transcript will be sent to ross@***.net at the end of your chat. Ross : There was nothing you could help me with at all.

Good by Snigdha: Thank you for contacting Adobe.

We are available 7 days a week, 24 hours a day. Goodbye!

Original review posted by user May 18, 2014

Adobe is resorting to a SCAM strategy to stay alive!

I purchased this service from Adobe in May 2013 and quickly realized it was not going to provide the solution I had a need for. Cancellation of a service with Adobe is a challenge, it is designed to be time consuming, difficult and frustrating. This appears to be the chosen retention strategy for Adobe.

The first support chat I had with an Adobe rep resulted in the rep telling me that she was not able to cancel my account as something was wrong with their system. I had encountered this issue when attempting to cancel the account by following the instructions posted in the Adobe Support Knowledgebase as well so I agreed to wait 2-3 days for an email from Adobe confirming my account cancellation. I waited 5 days and heard nothing from them.

The second support chat resulted in the rep cancelling my account and adding a request for a partial refund since I was unable to cancel my account. I was told to wait 2-3 days. I requested the phone support number so I could speak to someone about this and was told that Adobe does not have a phone support line. More than a week later, no word from Adobe.

transcript below...note this took place on May 08, 2014

Nishanka: Hello! Welcome to Adobe Customer Service.

Nishanka: Hi Ross.

Ross: Hi Nishanka

Nishanka: I understand you wish to cancel your subscription, let me help you in cancellation.

Nishanka: May I know the reason for cancellation?

Ross: I have not used it at all

Ross: It did not provide the solution I needed

Ross: I have followeed the instructions to cancel the account provided in the knowledgbase, but I am not able to complete the steps because the option I need is not there.

Nishanka: I have successfully canceled your subscription of the order number ##########.

Nishanka: You will not e charge for your subscription any more.

Ross: I also requested a refund when I last chattedwitha rep about a week ago.

Ross: I have been trying to cancel this account for months

Ross: if you look at the activity in the account you'll see it has not been used for at least 9 months

Nishanka: Okay Ross, for the refund I will escalate the case to our relevant team and they will get back to you via email within 2-3 business days.

Ross: I was told by the last chat support rep that I would hear back within 3 days, but never received an email, phone call or anything.

Ross: That rep also told me that he/she was unable to cancel my account!

Nishanka: I have successfully canceled your account and you will receive an email within 2-3 business days about the refund.

Ross: Is there a phone number I can call to speak to someone in this department?

Nishanka: I am sorry Ross, there is no phone number for the relevant team as they work offline.

Ross: Is there any accountability in place?

Ross: Is there a record of the chat I had with the last rep?

Nishanka: Yes there is a case under your account and it was escalated to our relevant team for the refund process.

Ross: So it was already escaleted a week ago?

Nishanka: The case was escalated on 08 May 2014.

Ross: So back to my question then..." Is there a record of the chat I had with the last rep?"

Ross: That chat having taken place a week ago

Nishanka: Yes there is a record under your account.

Ross: Is there a reason no one responded to it?

Nishanka: You had the chat on 03 May 2014 due to high volume of cases your case was escalated on 08 May 2014.

Nishanka: An email was send to you on 08 May 2014.

Ross: My concern is that That is today, I have no email from Adobe except for one that came in during this chat telling me my subscription has been extended for 2 days

Ross: Dear Ross , Your FormsCentral subscription has been extended free of charge for a period of 2 days. You may want to keep this email for your records:

Nishanka: You will get an email after some time as an email was send to you.

Nishanka: Please wait for another couple of hours.

Ross: I'm sure this is not your fault personally, Nishanka, but I have to tell you this is a terrible customer service strategy.

Nishanka: I apologize for the inconvenience cause to you.

Nishanka: You will get an email from our relevant team about the refund.

Ross: How many more hours is this chat support open for today?

Nishanka: We are available 7 days a week, 24 hours a day.

Ross: Thanks Nishanka, have a good one.

Nishanka: You are welcome.

Nishanka: Is there anything else I can help you with?

Ross: No

Nishanka: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!

The third support chat...Temjentoshi: Hello. Welcome to Adobe Technical Support.

Temjentoshi: Please allow me a moment while I look into your account & verify the details.

Ross : This ticket was supposed tpo be forwarded to the dept that haqndles refunds. Instead they just closed it. Twice.

Temjentoshi: Ross, I am sorry for the inconvenience

Temjentoshi: In that case, let me go ahead and quickly transfer the chat to the customer service team so that they can check and provide you the detailed information

Temjentoshi: Please be online while I transfer the chat

Ross : You can even see in this case wheere the rep said that I would get an email from the dept that handles refunds. Then they closed the ticket saying this is not the dept to handle refunds.

Ross : ding me a refund is the only solution to get rid of me.

Temjentoshi: We are from the technical support team and we do not have information on order cancellation and refund

Temjentoshi: The customer service team handles the refund queries

Ross : Then why haven't I been transferred to them?

Temjentoshi: I was waiting for your response

Temjentoshi: I will transfer the chat now

Ross : Yes, transfer me now

info: Please wait while I transfer the chat to the appropriate group.

info: You are now chatting with Teresa. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window. Doing so will disconnect our chat session.

Teresa: Hello! Welcome to Adobe Customer Service.

Teresa: Hi Ross.

Ross : Hi

Ross : Case #021293****

Teresa: I understand that you need assistance with the refund. I will be glad to check that for you.

Ross : This ticket was supposed tpo be forwarded to the dept that haqndles refunds. Instead they just closed it. Twice.

Ross : You can even see in this case wheere the rep said that I would get an email from the dept that handles refunds. Then they closed the ticket saying this is not the dept to handle refunds.

Ross : SO I have been getting a run-around for weeks now.

Ross :

Monetary Loss: $150.

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