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15 April 2015 @ 02:51 pm
Good job, Adobe.  
I've had an Adobe Creative Cloud subscription for a few years now, under the monthly subscription where you don't pay for it the months you don't use it, and I tend to use it about...once a month. I sort of realized today how dreadful a scam that was/how much I was paying for it, and went and bought Photoshop Elements, which has really got everything I'm realistically going to use, in order to replace the Creative Cloud subscription.

They made me talk to a customer support person when I tried to cancel, and first they offered me a month's free subscription. I said, "How about you start with a five year free subscription, and then we'll talk?"

They then offered me a reduced plan, half the cost of the subscription I had. I said "Or how about I just pay €72 for something I can use forever?"

Then they said there would be a €150 cancellation fee, and was that okay with me. I said not even slightly. They said I'd been on a yearly subscription and there was a cancellation fee to end it. I pointed out it wasn't a new yearly subscription and I saw no reason why I should pay a fee.

In the meantime I was reporting on all of this via Twitter, because of course I was, and the Adobe customer care people over THERE got involved.

I pointed out that I had *already* bought Elements, and that they were not losing a customer (except they were gonna if this kept up because I have the power of cancelling my own transaction), and that I simply wanted to be a customer on a different level.

Five minutes later both sides of the party, the Twitter and the chat people, had made certain that my Creative Cloud membership was cancelled with no fees.

It would obviously have been better if I hadn't had to go through *any* of that rigamarole, but I'm very pleased with their customer service, which provided me with what I wanted in a reasonably timely manner. And they've made it *far* more likely that I'll straight-up buy any other Adobe products that I might want in the future, which is, you know. GOOD CUSTOMER SERVICE.

So good job, Adobe. You did this right.
 
 
 
Deborah Blakedeborahblakehps on April 15th, 2015 03:45 pm (UTC)
Really? That sounds like terrible customer service to me. They made you jump through all kinds of hoops in order to fulfill a simple request. Just because they eventually fulfilled that request, after wasting a lot of your time and energy, doesn't make it good customer service. It just means you finally wore them down.
kitmizkit on April 15th, 2015 03:47 pm (UTC)
It took about ten minutes and I've been dealing with Irish customer service, which is non-existent, for a decade.
Mary Annepers1stence on April 15th, 2015 09:09 pm (UTC)
I'm with Deborah -- it took playing multiple communication channels to get them to take action, and one of those channels is a very public one....but 10 minutes, is still pretty good....
Herefoxherefox on April 15th, 2015 04:09 pm (UTC)
I really hate they've gone to the subscription model. I would like to have a copy of full photoshop to use when I'm doing art so I wouldn't mind dropping a chunk of money on software (especially as I get discounts through work for things like that sometimes) but I don't use it often enough to merit paying for it every month.
nojaynojay on April 15th, 2015 11:34 pm (UTC)
There's a semi-legitimate method of getting hold of an older copy of Creative Suite (V2) for free now that Adobe have shut down the authentication servers for that version. If you only use 'Shop and don't need a lot of the newer features it might work for you. Google for details and downloads.
Karenklwilliams on April 15th, 2015 04:57 pm (UTC)
Twitter shaming for the win again! I'm definitely a fan of that approach to customer service, and I'm glad it worked out for you.