Letter sent to Adobe Adobe Customer Service
16 July 2014
Without Prejudice
Dear Sirs
On 15 June 2014, I decided to cancel my CC subscription. This was because I was not prepared to pay the increase of £9.82 GBP per month - £17.58 GBP to £27.34 GBP - as part of the new licencing model.
I was given the opportunity to ‘chat’ my decision through with an agent from Adobe’s Customer Support Team. This I did.
After much to-ing and fro-ing, it was agreed that, as a loyal Adobe customer for over 20 years, and given that I do not use the majority of the CC applications, I would be offered a monthly subscription of £22.78 GBP including VAT. I specifically asked more than once, and it was confirmed, that this did include VAT; it represented the total amount that would be drawn down each month. Whilst online, the agent confirmed that she had amended the direct debit as agreed.
Imagine my surprise last week when I saw that, on 18 June, a debit of £27.34 GBP and a credit of £8.80 was showing on my bank statement.
Another chat with Customer Service was had. I include a transcript of that communication at the end of this letter . Given the years I have been a loyal, evangelizing Adobe customer, I find the tone demeaning and not the least bit apologetic. Needless to say, the agent did not send the 15 June transcript as I requested.
Surely an agreement is exactly that. Neither party is permitted to have second thoughts and backtrack. If, indeed, the first agent did make a mistake, the very least Adobe should do is to honour the agreement for the next 12 months.
I’m also sure that what Adobe did was illegal. This agent knew the maximum I was prepared to spend. It was, after all, the very purpose of my chat with her. So to amend my direct debit without consulting me is dubious practice. As such, I am prepared to take it further.
After 22 years – and within the space of one month, your Customer Service team has successfully turned a once loyal Adobe supporter into a disappointed and disillusioned customer.
Yours faithfully
TRANSCRIPT OF CALL 9 JULY 2014
Sumanth: Hello! Welcome to Adobe Customer Service.
Sumanth: Hi Jon.
Customer: Hi
Customer: When we chatted about 2-3 weeks ago, we agreed a revised monthly subscription of £22 INCLUDING VAT. Why is it currently showing as £27.34? I checked with you 3 times to confirm the figure, so there is no confusion on my part.
Sumanth: Thank you for the information.
Sumanth: I'm glad to help you with your issue.
Customer: It was 16th June. Can you please check your records. Thanks
Sumanth: Thank you.
Sumanth: Please allow me 3-4 minutes while I check the account details.
Customer: K
Sumanth: Thank you.
Sumanth: Thank you for staying online.
Sumanth: May I confirm if you are referring to Creative Cloud membership (one-year) that was purchased on 01-Jul-2013?
Customer: Yes.
Sumanth: Thank you for the confirmation.
Sumanth: I'm sorry for the miscommunication happened and I see that our previous agent has immediately sent you any email with the correct price including TAX.
Customer: Pardon?
Customer: I haven't received that email. When was it sent?
Sumanth: I'm sorry for the miscommunication happened previously, the price of the subscription excluding TAX is GBP 22.23 and including TAX the price of the subscription will be GBP 27.34
Customer: I am unable to afford £27.34 and must therefore cancel my CC subscription.
Sumanth: I once again apologies for miscommunication happened.
Customer: After being an Adobe customer for 22 years, you have priced me out of the market.
Customer: For my files, please will you send me a copy of the email that I did not receive.
Customer: Is there anybody there??:
Sumanth: Jon, I'm really sorry for the way you felt and the actual price of the subscription is £27.34.
Sumanth: I see that our previous agent has successfully sent an email to you regarding the miscommunication happened, may I know if you have checked in Spam/Junk folder?
Customer: No it wasn't successful because I didn't receive it.
Customer: I received one on 16th June informing me that my subscription has been updated successfully. I did not receive one telling me that you'd made a mistake
Customer: Please re-submit.
Sumanth: In this case I can resend you that confirmation email.
Customer: Yes please. However, I still intend to cancel my subscription. It's a shame, but £27 is too much.
Sumanth: I'm sorry to hear that you want to cancel the subscription.
Customer: Have you sent that email yet?
Sumanth: We will be able to send you an email only after this chat is ended.
Sumanth: Do you still wish to cancel the subscription?
Customer: Yes. I cannot afford £27/month. Can you also send me a transcript of this chat and the one on 16 June.
Customer: Thanks
Customer: Bye