After dealing with Adobe Customer Service for 3 days now, I am beyond frustrated and upset.
I was encouraged to start a Creative Cloud Membership by my professor at my college. The student membership is a great tool to allow these expensive products to temporarily be used at a lower price. This was in October of 2013. I used CC through my college career, after the first year, the price went up from $19.99 a month to $29.99 a month. I didnt receive a notification that that would happen, but I had been a customer for a year, I chose to let the price increase go. I continued to use the service, until I finally graduated this month, Dec 2014. I now don't have a need for CC, and I dont have much money, or a full time job, so I decided I would cancel my account.
When signing up, I was under the impression that the membership was, like most leases, 1 year of student subscription, with early cancellation fees, then month to month after the first year. This seems like the perfect plan.
However, when I chose to cancel my membership after 14 months, I was told I would have to pay $130 fee for cancelling. The plan wasnt month to month as I had expected, Adobe had Auto-renewed without my permission or any notification.
Two days ago, the person from customer service told me he could not waive the cancellation fee but he could downgrade me to the photography plan that is $9.99 a month (down from my $29.99 a month). Not knowing what else to do at that point I said yes.
I looked through my email for the confirmation/notification that the Adobe customer service person told me they sent and there was nothing. At no point around my one year mark in October did I receive any communication that my subscription needed me to renew it or that it would be auto renewed. There was nothing.
I also found this forum on Adobe's website with many people echoing the same chain of events that I'm currently going through. Adobe is not sending out these "end of subscription" or "auto-renewal" notification emails, but they are trapping you in another year long subscription without any communication from the customer.
When I called customer service today to share that there seems to be a pattern with many customers being trapped in a creative cloud subscription that they no longer want or cant afford, I was eventually told they would cancel it without fee, but would not refund the charge for the photography plan that I was talked into that I was charged for today.
This is a terrible business practice. Adobe clearly has many great products, Creative Cloud being one of them. There is no need to tie customers in with auto renewed subscriptions that keep them from leaving. When I planned to cancel my subscription, I though that at a time when I needed the services again, and could afford them, I would re-subscribe to Creative Cloud. Now I dont think I will ever agree to any contract on an Adobe product. If this is how customers are treated, why would I enter into this again. I would have encouraged anyone to sign up for Creative cloud, because the product is great. Now, as an Art and Design graduate, I'm planning to spread the word to my alma mater and my friends in the art and design community that the subscription process and contract are a nightmare.
Adobe doesnt need to trap customers in auto renewing subscriptions! When I had called to cancel, If I had been told "Im sorry that you want to cancel, we are sorry to see you go, and hope you come back", I would be much more open to remaining an Adobe Creative Cloud customer. I truly hope that Adobe changes its membership policy, making it easy for customers to use the subscription the way they want. Until then, Im afraid that I am done using Adobe products.