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CB Web Design and Development Adobe Adobe acrobat
Adobe

Adobe review: Adobe acrobat

S
Author of the review
12:44 pm EST
Verified customer The reviewer confirmed their account using Google. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Currently, I'm unemployed and briefly needed Adobe Acrobat to fix my resume. I don't have spare cash. I signed up for a free trial, received no reminder that my trial was ending, and then got charged. Today, I went to cancel my plan to discover that Adobe would now

***charge me over $100 USD in cancelation fees!***

I have worked on cloud subscriptions in the software industry since they began. Beyond my extensive work experience with subscriptions, I have used literally dozens more. I have never heard of a cancellation charge for a monthly plan.

I used Adobe support chat to question this, and the support rep basically blamed me for not reading the fine print. Here's a direct quote from the chat (including the caps the support agent used):

SUSAN, I'd like to inform you that as I can see your subscription is under Annual Commitment / Monthly Billing, which is why if you cancel the plan now, there will be an early cancellation fee.

When I told the agent that I would definitely be canceling (because I want nothing more to do with a company that uses a business model like this), the agent left the chat without replying. No empathy. no understanding, no notion of what customer service actually means.

I will do whatever it takes to avoid using this company in the future. If Adobe had offered a more customer-centric approach to subscriptions, I would likely have been a repeat customer in the future.

Claimed loss: $108

Desired outcome: 1: Refund of $108, 2: Adobe to change its subscription business model to be more trustworthy and customer-centric.

Confidential Information Hidden: This section contains confidential information visible to verified Adobe representatives only. If you are affiliated with Adobe, please claim your business to access these details.

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