Yesterday I received an email stating my "trial was ending."
I don't have a trial.
I've been a regularly paying customer of Adobe for a year!
So I chatted into support (it was a Saturday) just to make sure everything was okay.
Big mistake.
It took more than a two hours in chat, handed off to multiple people, they misunderstood the question I had and began giving "trial notfication" file change advice which I didn't need, this was unrelated.
Then, they cancelled my live subscription and then blamed me for it. I kid you not, read the transcript below.
It ended with me assuming my Adobe account got hacked, but then the Adobe Twitter support (great people, btw), reviewed it and confirmed that the Indian agent is the one who did it, I was not hacked.
I ended up leaving everything cancelled, as I no longer trust Adobe, and further I AM SELLING MY ADOBE STOCK on Tuesday.
Talk about a total fail. If you do not learn from this, Adobe, there is truly no hope for your publicly traded corporation.
Here's the transcript:
Abobe chat on 1/13/2018:
Thanks for contacting us. We’ll find a representative for you to chat with and keep you posted on your wait time.
This chat will become active once a representative responds.
Did you know you can get answers to most of your Adobe-related questions at help.adobe.com? Find helpful video tutorials, tips for troubleshooting, and user guides for all our products. You can even get answers from members of our vibrant forums community. Visit help.adobe.com. Please hold for the next available agent.
You are now chatting with Kapil.
Please don’t close the chat window or browser tab since it will end our chat session.
2:10:49 PM
Kapil:
Hello! Welcome to Adobe support.
2:11:07 PM
Eric Resnick:
Why did you just now send me an email saying my "Trial is Ended?" I don't have a trial, I've been paying you $10 per month for a year or so, what the hell?
2:11:43 PM
Eric Resnick:
Confirm that my Photoshop subscription is still live.
2:11:49 PM
Kapil:
I can see that you have paid plan but you are receiving trial. Is that right?
2:12:14 PM
Eric Resnick:
I AM NOT IN ANY TRIAL. I have no idea what that is referring to
2:12:21 PM
Kapil:
Please allow me 1-2 minutes to review your account details.
2:12:28 PM
Eric Resnick:
I am only in a paid plan, confirm plese.
2:12:38 PM
Eric Resnick:
please.
2:12:37 PM
Kapil:
Please give me 2 minutes.
Your chat transcript will be sent to ericshawn1@gmail.com [] at the end of your chat.
2:13:32 PM
Kapil:
We appreciate your patience and apologize for the wait.
2:13:45 PM
Kapil:
Have you installed photo shop and light room?
2:14:06 PM
Eric Resnick:
Yes, photoshop and lightroom are installed on my other computer.
2:14:18 PM
Eric Resnick:
I don't have access to that computer right now.
2:15:03 PM
Kapil:
I see that this is a technical issue. I'll need to transfer this chat to the technical support team who will be able to assist you.
Please wait while we connect you to a representative.
Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly.
Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly.
Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly.
Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly.
Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly.
Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly.
You are now chatting with Ravindra Singh Saini.
Please don’t close the chat window or browser tab since it will end our chat session.
2:27:22 PM
Ravindra Singh Saini:
Hello! Welcome to Adobe support.
2:27:22 PM
Ravindra Singh Saini:
We appreciate your patience and apologize for the wait.
2:27:31 PM
Ravindra Singh Saini:
How are you doing today Eric?
2:27:37 PM
Eric Resnick:
Please help.
2:27:46 PM
Eric Resnick:
Why did you just now send me an email saying my "Trial is Ended?" I don't have a trial, I've been paying you $10 per month for a year or so, what the hell?
2:27:50 PM
Ravindra Singh Saini:
For sure,Please don't worry.
2:28:00 PM
Ravindra Singh Saini:
I'll surely help you with the issue.
2:28:05 PM
Ravindra Singh Saini:
As per my understanding you have an active subscription under your account and still the application is showing that you are eligible for trial mode only?
2:28:09 PM
Ravindra Singh Saini:
Am I right?
2:28:19 PM
Eric Resnick:
No.
2:28:29 PM
Eric Resnick:
I got an email just now saying "Trial has ended."
2:28:33 PM
Eric Resnick:
I do not have a trial.
2:28:42 PM
Eric Resnick:
I am a paying customer for a year or more.
2:28:49 PM
Ravindra Singh Saini:
Please allow me 1-2 minutes to review your account details.
2:28:59 PM
Eric Resnick:
ok
2:28:56 PM
Ravindra Singh Saini:
Meanwhile, May I have your contact number(phone no.) in order to update your Adobe profile?
2:29:33 PM
Eric Resnick:
8XXX -XXXX that is mobile
2:29:48 PM
Ravindra Singh Saini:
Thanks a lot!
2:30:34 PM
Eric Resnick:
I just want to make sure my subscription is still ok and live.
2:30:36 PM
Ravindra Singh Saini:
Ok Eric! In order to fix this issue we need to rename and delete a few Adobe folders.
2:30:36 PM
Ravindra Singh Saini:
2:31:02 PM
Eric Resnick:
I don't have Photoshop on this computer, I am away.
2:31:21 PM
Eric Resnick:
Why is this happening? I don't understand. You can see in my account that I pay!
2:31:26 PM
Ravindra Singh Saini:
Yes you do have an active subscription of Creative Cloud Photography plan (one-year)
2:31:33 PM
Eric Resnick:
You just charged me a few days ago.
2:31:37 PM
Ravindra Singh Saini:
Please do not worry
2:31:49 PM
Eric Resnick:
Then why this nonsense?
2:32:12 PM
Ravindra Singh Saini:
Its just a technical issue that happens when some of the sign in logs gets messed up due to windows update or some other installations.
2:32:53 PM
Eric Resnick:
Well I am not on my main computer with Photoshop, so you have to fix it on your end or whatever. I pay!
2:33:53 PM
Eric Resnick:
I wasn't trying to log in, I just got an EMAIL.
2:34:15 PM
Eric Resnick:
The email says:
2:34:20 PM
Eric Resnick:
"Your trial has ended. But the creativity doesn’t have to."
2:35:04 PM
Ravindra Singh Saini:
So the application is not showing Trial mode but there is an email?
2:35:45 PM
Eric Resnick:
No, as I already said, I am AWAY. I am not trying to use Photoshop, I just received an email. It says: 'Your trial has ended. But the creativity doesn’t have to.'
2:36:17 PM
Eric Resnick:
I fixed the trial mode error many months ago, this is diffferent!
2:36:43 PM
Ravindra Singh Saini:
Ok,
2:37:03 PM
Ravindra Singh Saini:
Can you please send me the screenshot of the Email that you have recieved
2:37:16 PM
Eric Resnick:
How?
2:37:48 PM
Eric Resnick:
How do I attach?
2:37:45 PM
Ravindra Singh Saini:
I'll create a case with the subject Trial Error and share the case number here only
2:39:01 PM
Ravindra Singh Saini:
Please sign in into "adobe.com" and under the options of manage account
2:39:12 PM
Ravindra Singh Saini:
Please go to Plans and products tab
2:39:53 PM
Ravindra Singh Saini:
Under this tab Select View Your Cases under Support Cases on the right side of the page.
2:40:48 PM
Eric Resnick:
Am here, I don't see any select view your cases: https://accounts.adobe.com/?promoid=KRUVI#
2:41:27 PM
Eric Resnick:
I found it here: https://accounts.adobe.com/support/cases
2:41:31 PM
Eric Resnick:
It says No Cases.
2:41:54 PM
Eric Resnick:
it says: "No support cases at the moment."
2:41:53 PM
Ravindra Singh Saini:
I'm just creating one
2:42:03 PM
Eric Resnick:
ok
2:43:11 PM
Ravindra Singh Saini:
Please Refresh the page
2:44:12 PM
Eric Resnick:
ok, working now, hold on
2:46:38 PM
Eric Resnick:
one moment
2:46:55 PM
Ravindra Singh Saini:
Are you able to finds the case now?
2:48:39 PM
Eric Resnick:
Okay, I attached a screen capture of the email as an image, and I also pasted the original text of the email from Gmail.
2:49:08 PM
Eric Resnick:
As you can see, this email is some kind of mistake, I must be on some list.
2:49:34 PM
Eric Resnick:
As long as my paid account is intact, I am happy to let this go for now, as I have to go work now.
2:50:01 PM
Ravindra Singh Saini:
Please allow me 2-3 minutes while I download and check the information
2:50:13 PM
Eric Resnick:
ok
2:50:20 PM
Eric Resnick:
Please hurry, I have to get back to work.
2:50:24 PM
Eric Resnick:
2:52:00 PM
Ravindra Singh Saini:
Eric, In you account I can see that the Creative Cloud Photography Plan is Inactive and cancelled.
2:52:19 PM
Eric Resnick:
No it is not.
2:53:18 PM
Eric Resnick:
I did not ever cancel, you can see my payment history on https://accounts.adobe.com/orders/ADD008724469
2:53:26 PM
Eric Resnick:
What is wrong with you people?
2:53:43 PM
Eric Resnick:
I just paid on January 6, 2018 !
2:53:38 PM
Ravindra Singh Saini:
I've checked from the resources that your plan is cancelled,.
2:53:58 PM
Ravindra Singh Saini:
By any chance did any charges occured on your card?
2:54:15 PM
Eric Resnick:
Why did you cancel my plan!
2:54:31 PM
Eric Resnick:
I paid, my payments went through just fine, I can prove it.
2:54:42 PM
Eric Resnick:
What the hell is going on?
2:54:51 PM
Eric Resnick:
See https://accounts.adobe.com/orders/ADD008724469
2:54:54 PM
Ravindra Singh Saini:
Please stay connected so that I can transfer your chat to the dedicated team that can resolve the issue of your subscription
2:55:33 PM
Eric Resnick:
I DON'T HAVE TIME FOR THIS WHy can't you solve it?
2:56:25 PM
Ravindra Singh Saini:
I'm so sorry but we are from the technical department and I cant help you out with the account related issues.
2:57:02 PM
Eric Resnick:
Why did this happen? My payments go through perfectly every month, this is ridiculous!
2:57:15 PM
Eric Resnick:
I did not cancel anything. I use photoshop.
2:57:33 PM
Eric Resnick:
Can someone call me right now?
2:57:52 PM
Eric Resnick:
Can someone please call me right now?
2:57:46 PM
Ravindra Singh Saini:
I understand the concern and to know the root cause on why the issue happened the dedicated team can assist you.
2:58:01 PM
Eric Resnick:
Can someone please call me right now?
2:58:03 PM
Ravindra Singh Saini:
As communicated earlier, we are from the technical team and can only assist with technical issues.
2:58:14 PM
Eric Resnick:
Can someone please call me right now?
2:58:23 PM
Ravindra Singh Saini:
I apologize it is 4.28AM sunday Morning at my location and the call back cannot be arranged at the moment.
2:58:35 PM
Ravindra Singh Saini:
If you can please allow me to transfer the chat your issue gets resolved.
2:58:47 PM
Eric Resnick:
Connect me with the accounts department, but please hurry!
Please wait while we connect you to a representative.
You are now chatting with Kewalprakash.
Please don’t close the chat window or browser tab since it will end our chat session.
3:01:05 PM
Kewalprakash:
We appreciate your patience and apologize for the wait.
3:01:17 PM
Kewalprakash:
Hello Eric, how are you doing today?
3:01:58 PM
Eric Resnick:
Not good, you people just cancelled my Photoshop subscription. I DID NOT CANCEL!
3:02:21 PM
Eric Resnick:
I can even show I just paid on January 6: A charge of ($USD) 9.99 was authorized at ADOBE SYSTEMS, INC. on 01/06/2018
3:02:37 PM
Eric Resnick:
Why are you doing this to me?
3:03:27 PM
Eric Resnick:
I've paid all these time:
3:03:32 PM
Eric Resnick:
Jan 6, 2018 Invoice US$9.99 Dec 6, 2017 Invoice US$9.99 Nov 6, 2017 Invoice US$9.99 Oct 6, 2017 Invoice US$9.99 Sep 6, 2017 Invoice US$9.99 Aug 6, 2017 Invoice US$9.99 Jul 6, 2017 Invoice US$9.99 Jun 6, 2017 Invoice US$9.99 May 6, 2017 Invoice US$9.99 Apr 6, 2017 Invoice US$9.99
3:04:14 PM
Eric Resnick:
You had no right to simply spontaneously cancel my subscription.
3:04:38 PM
Eric Resnick:
I should definitely be paid up through one month from the 6th !
3:04:44 PM
Eric Resnick:
are you there?
3:05:01 PM
Kewalprakash:
Please provide me the details of the card charged: last 4 digits of the card, 1st and last name on the card, card type, date of charge, exact amount charged and also type of card, so that, I can locate charges and account.
3:05:09 PM
Eric Resnick:
Can you call me please?
3:05:21 PM
Eric Resnick:
ok, one moment.
3:05:24 PM
Kewalprakash:
I am not able to do so.
3:05:36 PM
Kewalprakash:
Sure, please take your time.
3:06:06 PM
Eric Resnick:
It is charged on my Chase Visa Card ending [XXXX]
3:06:21 PM
Eric Resnick:
Name: Eric Resnick
3:06:37 PM
Eric Resnick:
Expiration on my current card is 08/19
3:06:55 PM
Eric Resnick:
The amount is always 9.99
3:07:16 PM
Eric Resnick:
This is really, really bad, you guys should not have mistakenly cancelled my account.
3:07:38 PM
Eric Resnick:
I was charged successfully every one of these times:
3:07:41 PM
Eric Resnick:
Jan 6, 2018 Invoice US$9.99 Dec 6, 2017 Invoice US$9.99 Nov 6, 2017 Invoice US$9.99 Oct 6, 2017 Invoice US$9.99 Sep 6, 2017 Invoice US$9.99 Aug 6, 2017 Invoice US$9.99 Jul 6, 2017 Invoice US$9.99 Jun 6, 2017 Invoice US$9.99 May 6, 2017 Invoice US$9.99 Apr 6, 2017 Invoice US$9.99
3:08:17 PM
Eric Resnick:
You clearly have some kind of technical issue with your accounts.
3:08:55 PM
Kewalprakash:
Eric, thank you for sharing your details.
3:09:19 PM
Kewalprakash:
I have to locate your transaction details, which may take sometime.
3:09:24 PM
Kewalprakash:
Please stay connected.
3:09:39 PM
Eric Resnick:
Okay, but PLEASE fix this. Can you call me?
3:09:36 PM
Kewalprakash:
I'll get back to you in a couple of minutes.
3:09:45 PM
Eric Resnick:
ok
3:09:57 PM
Kewalprakash:
I will, thank you.
3:13:04 PM
Eric Resnick:
Do you think someone hacked into Adobe?
3:13:46 PM
Kewalprakash:
Let me check your details , if I will not be able to find that I will tell you , what can be done further.
3:14:24 PM
Eric Resnick:
Why are you having so much trouble?
3:16:06 PM
Kewalprakash:
Eric, if you let me work, I would probably reach to a solution, I will tell you, why I am having trouble but not now, please allow me a couple of minutes to locate your charges and then I will get back to you and answer your every question. Thank You!
3:16:26 PM
Eric Resnick:
ok
3:16:33 PM
Eric Resnick:
Please remember, I am the paying customer.
3:16:51 PM
Kewalprakash:
Yes, I will find that from your transaction details.
3:25:13 PM
Kewalprakash:
We appreciate your patience and apologize for the wait.
3:25:24 PM
Eric Resnick:
ok
3:25:25 PM
Kewalprakash:
I'll get back to you in a moment.
3:25:34 PM
Eric Resnick:
ok
3:25:45 PM
Kewalprakash:
Thank you.
3:31:56 PM
Kewalprakash:
We appreciate your patience and apologize for the wait.
3:32:05 PM
Eric Resnick:
ok
3:32:57 PM
Kewalprakash:
Kindly login to www.adobe.com > manage adobe account > plan and products > support cases > case Id - ADB-734358-H1B8
3:33:17 PM
Eric Resnick:
hang on, I will
3:33:23 PM
Kewalprakash:
Kindly open this case via above path and share screen shot of the bank statement or credit card bill.
3:33:41 PM
Kewalprakash:
Which state that the money has been deducted.
3:33:53 PM
Eric Resnick:
Are you kidding me?
3:34:04 PM
Eric Resnick:
Okay, I will do that.
3:34:16 PM
Kewalprakash:
Thank you.
3:34:26 PM
Eric Resnick:
one moment
3:35:39 PM
Kewalprakash:
Sure, please take your time.
3:37:37 PM
Eric Resnick:
one moment
3:39:04 PM
Eric Resnick:
okay, I posted the image
3:39:01 PM
Kewalprakash:
Sure.
3:39:06 PM
Kewalprakash:
Thank you.
3:39:17 PM
Kewalprakash:
Please allow me a couple of minutes here.
3:39:46 PM
Eric Resnick:
This is terribly unfair to be put through this, this account should never have been cancelled. But please help, I appreciate it.
3:40:55 PM
Kewalprakash:
Please allow me 1-2 minutes to review your account details.
3:41:08 PM
Eric Resnick:
ok
3:47:24 PM
Kewalprakash:
Thank you.
3:53:18 PM
Kewalprakash:
We appreciate your patience and apologize for the wait.
3:53:43 PM
Kewalprakash:
I am escalating you case to senior team, in order to locate your charges.
3:54:03 PM
Eric Resnick:
Ok, can they call me?
3:54:14 PM
Kewalprakash:
You will be notified via email once your issue will be resolved and unknown charges will be found.
3:54:30 PM
Kewalprakash:
Please help me with following details.
3:54:43 PM
Eric Resnick:
They are not unknown charges, I am just a paying customer since last March!
3:54:51 PM
Eric Resnick:
I just paid on the 6th.
3:55:32 PM
Kewalprakash:
May I know you are paying for which account?
3:55:45 PM
Eric Resnick:
My account should be live right now, I just paid on the 6th!
3:55:55 PM
Eric Resnick:
What do you mean?
3:56:33 PM
Eric Resnick:
Account holder name: Eric Resnick Adobe ID:
3:57:15 PM
Eric Resnick:
We have been in chat for nearly two hours, and you have not solved this? I do not understand.
3:57:56 PM
Eric Resnick:
Can't you escalate this to Adobe corporate? Can someone please call me?
3:58:07 PM
Kewalprakash:
We appreciate your patience and apologize for the wait.
3:58:14 PM
Kewalprakash:
Yes, I have located your charges.
3:58:25 PM
Eric Resnick:
ok
3:58:23 PM
Kewalprakash:
3:58:33 PM
Eric Resnick:
Yes.
3:58:43 PM
Eric Resnick:
That is my account, yes.
3:59:28 PM
Eric Resnick:
Please restore my subscription, I already paid, as stated.
3:59:57 PM
Kewalprakash:
Eric, please allow me a moment here.
4:00:07 PM
Eric Resnick:
ok
4:01:01 PM
Kewalprakash:
Thank you.
4:01:22 PM
Eric Resnick:
Should I just wait until Monday and call in?
4:01:42 PM
Kewalprakash:
One moment, I'll update you.
4:01:52 PM
Eric Resnick:
ok
4:03:34 PM
Kewalprakash:
First of all, this plan was cancelled in middle of the contract.
4:03:48 PM
Eric Resnick:
I did not cancel it!
4:03:56 PM
Kewalprakash:
You contacted us to cancel that on 14 Jan 2018
4:04:04 PM
Eric Resnick:
Your system has some kind of malfunction.
4:04:10 PM
Eric Resnick:
I DID NO SUCH THING !
4:04:14 PM
Kewalprakash:
Saying that you are moving to other plan.
4:04:25 PM
Eric Resnick:
Does someone have my login data? Is someone impersonating me?
4:04:45 PM
Eric Resnick:
I did not! Have not been in touch with Adobe for nearly a year!
4:05:16 PM
Eric Resnick:
Someone must be impersonating me!
4:05:26 PM
Eric Resnick:
I am happy with the plan I had.
4:05:29 PM
Kewalprakash:
We cancelled your plan with refund of current month, which will be credited to your registered payment medium within 5-7 business days.
4:06:22 PM
Eric Resnick:
I don't want any refund, I want my plan, and clearly I need to change my password, yes? Did the impersonator contact by internet or phone?
4:06:53 PM
Kewalprakash:
Eric, we have cancelled it on your request.
4:07:31 PM
Eric Resnick:
IT WAS NOT MY REQUEST! I don't want it cancelled, how did that person contact, was it through the site?
4:07:26 PM
Kewalprakash:
It can't be re-started now, you will receive refund for paid money and if you wish to buy again, I can help.
4:07:40 PM
Kewalprakash:
Eric,[] -this is your account.
4:07:47 PM
Eric Resnick:
Oh, this is like being in Hell.
4:07:51 PM
Kewalprakash:
You have it's login credentials.
4:08:05 PM
Eric Resnick:
I never contacted to cancel or change any plans!
4:08:15 PM
Eric Resnick:
Yes, I will log in and how do I change the password?
4:08:19 PM
Kewalprakash:
Somebody from your end contacted us to cancel without any cancellation fee and with refund.
4:08:25 PM
Eric Resnick:
And turn on 2 factor id?
4:08:23 PM
Kewalprakash:
We did the same.
4:08:30 PM
Kewalprakash:
What's that?
4:08:47 PM
Eric Resnick:
Someone has definitely hacked into my account then, this must be reported.
4:09:09 PM
Eric Resnick:
To log in, I should receive a code by Text.
4:09:20 PM
Eric Resnick:
How do I change my password please?
4:09:23 PM
Eric Resnick:
I was hacked.
4:10:15 PM
Eric Resnick:
How do I change my password please?
4:10:27 PM
Kewalprakash:
https://helpx.adobe.com/manage-account/using/change-or-reset-password.html
4:10:36 PM
Kewalprakash:
Here is the link for that.
4:10:48 PM
Kewalprakash:
Kindly follow that and change password.
4:11:00 PM
Kewalprakash:
Would you like me to assist you further?
4:12:24 PM
Eric Resnick:
Thanks, please report that MY ACCOUNT WAS HACKED. Adobe passwords are clearly not secure.
4:13:55 PM
Eric Resnick:
I have now changed the password.
4:14:01 PM
Kewalprakash:
Thank you.
4:14:04 PM
Kewalprakash:
Would you like me to assist you further?
4:14:14 PM
Eric Resnick:
Can you provide more information about this person who contacted you? What method did they use?
4:14:19 PM
Kewalprakash:
I don't have that.
4:14:48 PM
Eric Resnick:
Why would someone contact you, pretend to be me, and tell you to cancel?
4:15:04 PM
Eric Resnick:
What would they gain?
4:15:09 PM
Kewalprakash:
Eric, that should be resolved at your end don't you think so.
4:15:17 PM
Kewalprakash:
We do not know.
4:15:30 PM
Kewalprakash:
We are customer support.
4:15:42 PM
Kewalprakash:
You can confirm with your family and friends.
4:16:31 PM
Eric Resnick:
I don't believe you. I believe your system malfunctioned and you spontaneously cancelled a perfectly good paying account. None of my family or friends has access to anything of mine. I am filing a complaint with the United States Federal Trade Commission and we'll solve this.
4:17:15 PM
Eric Resnick:
You should at least escalate this to YOUR LEGAL DEPARTMENT.
4:17:22 PM
Kewalprakash:
Okay, I have updated you with exact details and information.
4:17:27 PM
Kewalprakash:
Would you like me to assist you further?
4:17:56 PM
Eric Resnick:
You took more than 2 hours to discover that your own system has failed. Good job. Goodbye.
End of chat
I later contacted Adobe Twitter support, who apologized, offered a discount to come back, confirmed a refund was on the way, and assured me the agent in the chat is the one who cancelled my subscription! I mean, can you believe that? Crazy.
Adobe: you MUST get rid of the outsourced support. And I mean NOW. They will be the destruction of your company.
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