2 Replies Latest reply on Feb 28, 2017 3:36 AM by jazzpireddesign

    Renewal Charge

    aliciah75997287

      Today my account auto-renewed. I have the student version and usually it charges $21.54. Today it charged me $32.32. Was there simply a renewal charge or is that how much it costs now?

        • 1. Re: Renewal Charge
          John T Smith Adobe Community Professional & MVP

          When you buy an Education subscription, the terms you "click to agree" should be clear about the first/later years

          -One Year Intro Price https://forums.adobe.com/thread/2270867 explains

          • 2. Re: Renewal Charge
            jazzpireddesign Level 1

            This follows the same unclear "Adobe" crap that I have been dealing with!

            Screen Shot 2017-02-28 at 11.47.02.png

             

            And here the following chat!

             

             

            Please don’t close the chat window or browser tab since it will end our chat session.

            11:36:36 AM

            Naveen GK:

             

             

            Hello! Welcome to Adobe Customer Service.

            11:36:39 AM

            Naveen GK:

             

             

            Hi Christian

            11:36:58 AM

             

             

            hi there

            Your chat transcript will be sent to christian@manolab.com at the end of your chat.

            11:38:13 AM

            Naveen GK:

             

             

            How may I help you ?

            11:38:21 AM

             

             

            I wanted to cancel my subscription because the mthly price of 49-69 is way too steep for a freelancer

            11:39:16 AM

             

             

            I have had a 29 plan, which is already more than difficult to handle as a starving artist, but i noticed that there is an option "Keep using everything in your current plan for another 60 days at no charge"

            11:39:30 AM

             

             

            with this "When you accept this offer, your plan will be renewed for an additional 12-month term. The current pricing and subscription terms will apply."

            11:39:51 AM

             

             

            does that mean my 29$ will continue for another year

            11:39:59 AM

             

             

            'cause then I would do it

            11:40:33 AM

             

             

            the descriptions on your site are extremely unclear

            11:41:12 AM

            Naveen GK:

             

             

            Let me check and help you with that.

            11:41:12 AM

            Naveen GK:

             

             

            May I place this chat on hold for a minute or two, while I check the information for you?

            11:41:20 AM

             

             

            sure

            11:43:54 AM

            Naveen GK:

             

             

            Thank you for staying online

            11:43:59 AM

             

             

            sure

            11:44:56 AM

            Naveen GK:

             

             

            I checked and see that you've subscribed for Creative Cloud membership (one-year) on 22 Apr 2016  under: christian@manolab.com

            11:45:06 AM

             

             

            yes

            11:45:44 AM

            Naveen GK:

             

             

            I see you are paying USD 29.99/month for the subscription and this subscription will renew to next year annual contract on 22 Apr 2017 with the amount of USD 49.99/month

            11:46:14 AM

             

             

            OK, but that is not noted on the renewal page

            11:46:21 AM

             

             

            it states 29$

            11:46:33 AM

             

             

            I thought that this info was fishy!

            11:47:46 AM

             

             

            one moment

            11:47:53 AM

             

             

            I'll show you what i mean

            11:47:59 AM

            Naveen GK:

             

             

            Sure

            11:48:36 AM

             

             

            Your file was successfully uploaded: Screen Shot 2017-02-28 at 11.47.02.png.

            11:49:05 AM

             

             

            You see what I mean

            11:49:26 AM

             

             

            nowhere does it state the change of price upon renewal

            11:50:04 AM

             

             

            it promises "The current pricing will apply" and current is 29

            11:50:13 AM

             

             

            as it states left

            11:51:09 AM

            Naveen GK:

             

             

            Thank you for the screen shot, let me check

            11:53:12 AM

             

             

             

             

            you there?

            11:55:21 AM

             

             

            Hello?

            11:55:23 AM

             

             

            ??

            11:56:34 AM

            Naveen GK:

             

             

            Yes

            11:56:53 AM

             

             

            so what do you think?

            11:58:59 AM

             

             

            ?

            11:59:04 AM

            Naveen GK:

             

             

            Christian, you've only 3 offers from our website to continue the subscription.

            11:59:06 AM

            Naveen GK:

             

             

            1. Take 2 months free with annual contract

            11:59:06 AM

            Naveen GK:

             

             

            2. Change plan to Photoshop plus Stock

            11:59:06 AM

            Naveen GK:

             

             

            3. Change plan to Photography plus Stock.

            11:59:22 AM

            Naveen GK:

             

             

            There is no option to change the plan back to CC 29.99/month

            11:59:26 AM

            Naveen GK:

             

             

            It is only for 1 year

            11:59:46 AM

             

             

            so that is not clear! look at the img

            11:59:50 AM

            Naveen GK:

             

             

            If you wish to cancel the subscription, I can transfer the chat to our cancellation team to check and help you with the cancellation options

            12:00:22 PM

             

             

            When you accept this offer, your plan will be renewed for an additional 12-month term. The current pricing and subscription terms will apply.

            12:00:31 PM

             

             

            thats what it says

            12:01:13 PM

             

             

            if the cancellation team needs to handle that, OK, but its definitely false advertising if i only have the options you state

            12:03:15 PM

             

             

            ???

            12:04:00 PM

            Naveen GK:

             

             

            Okay, please stay online while I transfer the chat to our cancellation team to check and help you with the available options

            12:04:09 PM

             

             

            OK, thx

            Please wait while we connect you to a representative.

            You are now chatting with 'Bushra'

            12:05:46 PM

            Bushra:

             

             

            Thank you for contacting Adobe Membership Services.

            12:05:46 PM

            Bushra:

             

             

            Could you please confirm your registered phone no. with Adobe?

            12:06:08 PM

            ****

            12:06:17 PM

            Bushra:

             

             

            Thank you.

            12:06:17 PM

            Bushra:

             

             

            Please stay on the line while I check your membership status and savings that you are entitled to. While these details load, I’d love to know why you first chose Adobe?

            12:07:08 PM

             

             

            been using adobe since PS version 2.0 and Illustrator/InDesign since V.1.0

            12:07:26 PM

             

             

            was a PS cert expert in the 90s

            12:07:27 PM

            Bushra:

             

             

            Thank you.

            12:07:39 PM

            Bushra:

             

             

            I can see that you are subscribed to Creative Cloud membership (one-year)

            12:07:45 PM

             

             

            yes

            12:07:59 PM

            Bushra:

             

             

            You have a query for the renewal pricing.

            12:08:09 PM

             

             

            ?

            12:08:20 PM

             

             

            Your file was successfully uploaded: Screen Shot 2017-02-28 at 11.47.02.png.

            12:08:39 PM

            Bushra:

             

             

            Please allow me a moment.

            12:08:49 PM

             

             

            ok

            12:09:18 PM

            Bushra:

             

             

            Thank you.

            12:10:06 PM

            Bushra:

             

             

            We appreciate your patience and apologize for the wait.

            12:10:13 PM

             

             

            OK

            12:10:35 PM

             

             

            been chatting for 30 min about this

            12:12:45 PM

             

             

            Do you want me to repeat my comments from the chat with your colleague?

            12:12:59 PM

            Bushra:

             

             

            I would like to tell you that when you are in an annual contract and if you cancel in a mid term then you are charged the cancellation fee as accepted at the time of the purchase. Further Adobe gives you option to continue the services till the contract ends and this screen shot you have sent is the assistance provided to the customer by Adobe. Either you can take 60 days free subscription and continue to complete the contract or you can switch your plan and a new contract you will be subscribed to.

            12:13:07 PM

            Bushra:

             

             

            No.

            12:13:38 PM

             

             

            but that makes no sense

            12:14:03 PM

            Bushra:

             

             

            It is as per the customer requirement.

            12:14:07 PM

             

             

            it states: When you accept this offer, your plan will be renewed for an additional 12-month term. The current pricing and subscription terms will apply.

            12:14:26 PM

             

             

            and the current is clearly 29

            12:14:31 PM

             

             

            as it states left

            12:14:37 PM

             

             

            that is false advertising

            12:15:13 PM:

             

             

            since i am still within the 29/mth subscription terms

            12:15:46 PM

            Bushra:

             

             

            It is not the advertising if you do not want to switch your plan, then please stay to the current subscription.

            12:16:02 PM

            Bushra:

             

             

            Your contract will be completed on 22 Apr 2017

            12:16:08 PM

             

             

            But that is what I am referring to

            12:16:32 PM

            Bushra:

             

             

            You are eligible for cancellation in between 22 MArch 2017 to 21 Apr 2017 without any cancellation fee.

            12:16:53 PM

             

             

            It says "Accept & Renew" and "When you accept this offer, your plan will be renewed for an additional 12-month term. The current pricing and subscription terms will apply." in addition to the "Get 60 days"

            12:17:53 PM

             

             

            and no-where does it state the "price change"

            12:17:56 PM

            Bushra:

             

             

            Yes because your contract is about to renew after a month.

            12:18:19 PM

             

             

            still - terrible user interface

            12:18:29 PM

             

             

            it is completely unclear

            12:18:35 PM

             

             

            and makes no sende

            12:18:38 PM

             

             

            sense

            12:19:28 PM

            Bushra:

             

             

            I would like to tell you that if you subscribe any subscription, for the first year promotional prices are given which changes to standard prices from subsequent year.

            12:19:32 PM

             

             

            where is the disclaimer or the price change that refers to the "renewal" of the (one-year) - when i renew the (one-year)

            12:20:01 PM

             

             

            I understand this, and this is why i see myself in the need to cancel

            12:20:33 PM

             

             

            because the price of 49 is way to high for software that rarely sees refinement

            12:20:44 PM

             

             

            as well as for starving artists

            12:20:50 PM

            Bushra:

             

             

            You are eligible for cancellation in between 22 MArch 2017 to 21 Apr 2017 without any cancellation fee.

            12:21:16 PM

             

             

            but then when I read the note on the screen I send you, I was like "Ohh" I can continue 29?

            12:21:20 PM

            Bushra:

             

             

            You can please cancel the subscription in next month without any cancellation fee.

            12:21:20 PM

             

             

            I better check!

            12:21:34 PM

            Bushra:

             

             

            as your contract will be completed by next month.

            12:21:47 PM

             

             

            You don't get it! The cancellation fee was not part of the argument!

            12:22:02 PM

             

             

            Adobe has come such a pile of "crap"

            12:22:09 PM