Resolved Wow, Adobe, really?

[usagora]

EDIT: NEVER MIND ? See posts 3-4. Apparently you CAN cancel your annual prepaid subscription and still use the apps/services through your subscription period. The issue is the wording during the cancellation process is very confusing and seemingly contradictory. Not sure if that's just poor writing skills or on purpose to try to "scare" you from cancelling.

ORIGINAL POST:
I'm not overly impressed with Acrobat Pro DC for $180/year nor with Adobe's apathetic technical support to an issue I've been having (OCR working inconsistently), so I've decided not to renew my subscription next year.

Basically ANY other subscription software/service I've ever used allows you to cancel auto-renewal so you don't accidentally get charged again OR simply cancel your subscription while being allowed access to the software/service through the end of the current subscription period.

Apparently Adobe does not allow either of those options. They specifically state you can't turn off automatic renewal, and when I went to cancel the subscription instead, there's a screen that says you will immediately lose access to all paid features of the app (even though I already paid $180 thru July 2022) with no prorated refund offered.

That is just stupid.

Yeah, I know, put a calendar reminder in for July of next year and all that, but I like to just take care of things NOW in case something goes wrong with that (and then it will likely be like pulling teeth to get a refund from them if I get charged again).

And, yes, I'm sure it's all in the legal jargon you agree to when you sign up, etc. but it's one of those things that you just assume is common sense and don't even think to look up to see if they have a stupid policy regarding it.

 

[max2]

I'm not overly impressed with Acrobat Pro DC for $180/year nor with Adobe's apathetic technical support to an issue I've been having (OCR working inconsistently), so I've decided not to renew my subscription next year.

Basically ANY other subscription software/service I've ever used allows you to cancel auto-renewal so you don't accidentally get charged again OR simply cancel your subscription while being allowed access to the software/service through the end of the current subscription period.

Apparently Adobe does not allow either of those options. They specifically state you can't turn off automatic renewal, and when I went to cancel the subscription instead, there's a screen that says you will immediately lose access to all paid features of the app (even though I already paid $180 thru July 2022) with no prorated refund offered.

That is just stupid.

Yeah, I know, put a calendar reminder in for July of next year and all that, but I like to just take care of things NOW in case something goes wrong with that (and then it will likely be like pulling teeth to get a refund from them if I get charged again).

And, yes, I'm sure it's all in the legal jargon you agree to when you sign up, etc. but it's one of those things that you just assume is common sense and don't even think to look up to see if they have a stupid policy regarding it.

Agree! Very stupid.

 

[usagora]

Ok, after I posted that, I found this policy on Adobe's website that seems to contradict a page during the cancellation process:

Cancellation Terms​

You can cancel your subscription anytime via your Adobe Account page or by contacting Customer Support*. If you cancel within 14 days of your initial order, you’ll be fully refunded. Should you cancel after 14 days, your payment is non-refundable, and your service will continue until the end of your contracted term.

Yet when I try to cancel my subscription (which is annual, prepaid), I get this:

To me, that sounds like my service is NOT continuing through the end of my contracted term, but ending TODAY.

 

[usagora]

Ok, I guess I should have kept hitting continue, because the last screen says my plan will not end until 7/24/2022. But right under that it says I "no longer have" (present tense) access to the applications or services . . . it doesn't add "AFTER YOUR CURRENT PLAN ENDS". VERY confusing the way they word this! I ended up completing the cancellation process and am still able to use the app.

Now my account says this:

So all is well now!

 

[max2]

Good.

 

[canuckRus]

No calls to customer service for an explanation?

 

[usagora]

No calls to customer service for an explanation?

Read my edit at the top of the OP.

Also, when it comes to issues of cancellation, I try my best to avoid having to contact customer service, as they often will badger you to death to not cancel instead of helping you cancel. It's quite annoying. I had a bad experience with SiriusXM (who doesn't allow online cancellations) where I wasted over an hour with them demanding they cancel my subscription immediately.

 

[MarkC426]

This is why any subscription service is a 'dogs dinner'.
Once you stop, you lose everything.....
Perpetual all the way....?

No thanks Adobe, etc.

 

[usagora]

This is why any subscription service is a 'dogs dinner'.
Once you stop, you lose everything.....
Perpetual all the way....?

No thanks Adobe, etc.

I wasn't complaining about that (after all, I don't WANT to continue to use it) - I was complaining that it appeared they were going to cut me off right away (instead of at the end of my subscription period). Even though I'm not fully satisfied with the software, I might as well continue to use it for the period I paid for. Thankfully, that turned out to be the case, despite their poor wording.