Update 8-16-2013: Someone at Adobe ended up reading my blog post. She sent me an email this morning informing me they’ve cancelled my account and waived the cancellation fee. They even did a nice thing and refunded me back to when I first opened my issue. She also said that she would pass along my suggestions about these automatic renewals. I guess in the end I’m satisfied with the result for myself, and hope a policy change comes about for everyone facing a similar situation in the future.
I don’t usually post rants, but today I’m feeling particularly burned by a company I rely upon. I use Adobe products quite a bit, and it feels like their customer service and practices have turned predatory. This is never a good sign for a company and I’m hoping they’ll change their ways. Here’s my story.
Let me first start with a bit of an analogy (probably only applicable to people familiar with buying a cellular phone in the United States). Pretend you went down to your cellphone provider and got the hottest new cellphone. These usually come at a nice low, subsidized price and a 2-year contract commitment. Now pretend those 2-years went by and you now want to cancel your service or go get a new phone. The carrier replies “Sorry, we’ve decided to lock you into another 2-year contract without telling you. And no, you can’t get a new phone or cancel your service unless you pay a huge cancellation fee.” This is how Adobe handled my Creative Cloud membership.