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Adobe may offer you a "deal" which is actually more expensive than advertised

Community Beginner ,
Aug 31, 2017 Aug 31, 2017

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Hi folks, just to give you a heads up I chatted to Adobe online a couple of times recently, about CC cancellation - I'm no longer working at a university so don't qualify for an educational plan this year, but was wondering about cancelling anyway, or at least just picking Premiere as a single app - and the Adobe chat team presented me with an offer that was actually more expensive than the website advertises. When I pointed this out, they said they could only charge me that higher price themselves, and that if I wanted anything lower I'd just have to cancel the subscription with them and buy a new plan myself, as per the advertised price. Not very satisfied about that but it probably wasn't the fault of the representative, who tried very hard to help me but went away to check and was presumably only provided with a higher price, hence Adobe just saying they could only cancel my plan in the end. Just something to be aware of.

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Adobe Employee , Sep 06, 2017 Sep 06, 2017

Hi Abby,

I heard back from our billing team on this- it was an agent error as the agent was giving you the price for the "All Languages" product (which is a bit more expensive), not the "English" product. The English product is the same price on the backend- we're so sorry about this confusion.

Let us know if you need any help signing up, if you're still interested.

Thanks,

Madison

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Community Expert ,
Aug 31, 2017 Aug 31, 2017

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What were the details of the offers? What prices were being offered, and for what plans, exactly?

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Community Beginner ,
Aug 31, 2017 Aug 31, 2017

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Community Expert ,
Aug 31, 2017 Aug 31, 2017

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Thanks for the link. That's Adobe's standard advertised plans.

What I meant was: what did the Adobe chat team present to you which was more expensive than the website advertises?

You want to cancel. Or swap to Single App Premiere. What offer did you get at that point?

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Community Beginner ,
Aug 31, 2017 Aug 31, 2017

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They wanted me to pay £250.08 for a pre-paid year of Premiere Pro, when the Adobe website advertises £238.42 for that plan.

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Community Expert ,
Aug 31, 2017 Aug 31, 2017

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Yep, that sounds odd. Do you have a transcript of the chat where that offer was made? Or a case number?

We can escalate these chats to Adobe staffers (I don't work for Adobe myself) for further research if we can get a transcript or case number to find out why you were given that higher price.

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Community Beginner ,
Aug 31, 2017 Aug 31, 2017

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Thanks John, that would be brilliant. The case reference is 0223011585, or if you can't access that I have a transcript I can e-mail in. It was disappointing, especially as I'd contacted them to be honest about my leaving the education sector, yet I could have simply let them proceed with the educational renewal price they were going to give me (which according to my renewal e-mail would have been £248.35 - cheaper still, and let me keep all the apps!). I don't hold out much hope but as I'd told them, am considering other solutions anyway - I've been using FCP or Premiere for my own freelance independent productions and by day I work in TV drama too where we're mainly on Avid, hence my considerations about just moving onto Avid for what I buy myself.

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Community Expert ,
Aug 31, 2017 Aug 31, 2017

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I've escalated the case to others within Adobe. I can't personally do any more.

Let's see if anything comes of it.

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Adobe Employee ,
Sep 01, 2017 Sep 01, 2017

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Hi Abby,

I reviewed your case and it does look like there is a price discrepancy between our system (for agents) and the website- the price for agents is higher than the price on the site.

I am escalating this to our billing team to see why this may be occurring. I'll let you know what I hear back.

Thanks,

Madison

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Community Expert ,
Sep 01, 2017 Sep 01, 2017

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Thanks for the follow up, Madison. Appreciate your efforts.

If what you're saying (agent's price vs website price is different) is true, it makes no sense. Be good to hear the reason for it.

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Community Beginner ,
Aug 31, 2017 Aug 31, 2017

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No worries John, thanks very much for escalating it to them - that's much appreciated. All the best and thanks again,

Abby

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Community Beginner ,
Sep 01, 2017 Sep 01, 2017

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Hi Madison, hi John - thanks both very much for your help. Yes, as John says, that'd be good to get to the bottom of, as it makes no sense that I was presented with a deal as if it was a discount, which would really have cost more money than the legitimate price. Thanks both.

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Adobe Employee ,
Sep 06, 2017 Sep 06, 2017

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Hi Abby,

I heard back from our billing team on this- it was an agent error as the agent was giving you the price for the "All Languages" product (which is a bit more expensive), not the "English" product. The English product is the same price on the backend- we're so sorry about this confusion.

Let us know if you need any help signing up, if you're still interested.

Thanks,

Madison

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Community Beginner ,
Sep 06, 2017 Sep 06, 2017

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Hi Madison, thanks very much for looking into this for us. I'm not sure if I'll still sign up for Adobe, but will definitely think about it - could you confirm the correct price which the agent should have offered me please? The first offer the agent made was "I can offer you 1 free month to your subscription means you will use the subscription for 12 months but you have pay only for 11 months" but again this is ambiguous as it may have just related to the all-apps package (or even an all-language pack if you think the agent was looking at that product in error as you say).

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Community Beginner ,
Sep 12, 2017 Sep 12, 2017

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Hi Madison, hope you're well. I've still not heard back from either Adobe or yourself on this (my message below), so can I assume that their original offer of a month free, or whatever price it should have been that the agent offered me, can no longer be honored or offered? It's been several days and I've not had a reply either on here or by e-mail / phone but it'd just be good to know either way please.

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Adobe Employee ,
Sep 12, 2017 Sep 12, 2017

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Hi Abigail'sParty,

I have sent you a mail as well as a personal message, can you please check & respond. I would love to follow up.

Regards

Rajashree

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Community Beginner ,
Sep 13, 2017 Sep 13, 2017

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Hi Rajashree, thanks very much for getting in touch - much appreciated. I've replied to your message so look forward to hearing from you - thanks again.

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