Adobe subscription issue - can't contact them - can anyone help?

patator

Hi everyone,

Apologies in advance if I'm asking a very simple question; I have looked for contact details for Adobe, but the only email address I could find was in my t&c...and when I sent an email to this address I had an automated response saying it's unmanned.

Outlining the problem (just in case anybody can advise a little!) I signed up in July 2011 for a month-to-month subscription to photoshop CS5. Shortly after I signed up I realised that, as I would definitely be using CS5 for quite a while, it would be cheaper to use their yearly subscription (a contract for a year, paying a reduced fee on a monthly basis). I cancelled my month-to-month and signed up for yearly. Received cancellation confirmation email, all was fine and dandy.

A few months later, on opening CS5, I received a message saying my subscription had expired (meaning I was unable to open the software). Went to my account, (saw nothing to suggest two active subscriptions), went back to CS5 and clicked the 'renew' button to give it a kick up the bum and make it realise that, nope, I do have an active yearly subscription actually, then discovered that this fixed the problem. Same thing happened a few months later - did the same thing, all was fine.

In December 2012 I had to close my business and, as a result, no longer needed my regular subscription. I found that CS5 was once again saying that my subscription had expired but, on this occasion, was actually okay with it - I assumed that it actually HAD expired and that I wouldn't be charged again.

Earlier this month I was, therefore, very surprised to receive an email from adobe thanking me for my payment. I checked CS5 and, as I expected, I still couldn't access the software due to an expired subscription. I contacted adobe through their online help chat system and found myself chatting with somebody who was not particularly helpful, unfortunately! He did, however, inform me that I actually had two subscriptions running; at points I have been paying double for the month-to-month subscription while ALSO paying my yearly membership. He told me to cancel the month-to-month, as this was causing the error message, and that my software would work fine afterwards. I told him I wanted to cancel BOTH subscriptions...and that if I'd been paying extra for a totally unnecessary subscription to the same product on the same computer, I would ideally like a refund for the overpayment that had been caused by a glitch in their system (especially as the software wasn't fit for purpose for a proportion of the time I had been paying!) Instead it was suggested that I should simply cancel the month-to-month (which I had already cancelled once in July 2011) and pay them £70 for leaving my yearly contract early (as it had renewed in July 2012).

I know, I'm daft for not noticing the double payments going out to adobe - they went on different dates and it just didn't flag anything up when I looked at my accounts! Not something that could ever happen again, I'm much more on top of my finances now...lesson learned. As it stands, I've overpaid £300.74 to adobe because their systems sporadically restarted (then cancelled, then restarted again) my month-to-month subscription when I was already paying a yearly fee. I accept that as I didn't cancel in time for the renewed subscription I'm bound by the £70 fee and, were it normal circumstances where I'd just decided to cancel early, I'd pay it no questions asked. However...I've already paid £300 more than I should have done due to their technical glitch, so I'm trying to get this sorted out without having to pay extra to leave a contract!

Talking to 'Das' on the online system, I did ask him for an email address so that I could contact somebody with full details of my problem, but he declined to provide one. He told me the matter would be escalated and that I would receive an email within two or three days...but I've not received anything. I clicked to have the chat transcript emailed to me so that I'd have a record of it...but it never arrived.

I scoured the adobe website and emails I've received for a contact address, but the only one I could find was in their T&Cs...and when I emailed this I had an automated response telling me to use the online chat help system. I'm reluctant to do this again - throughout the course of my 'conversation' with Das I was repeatedly told "You are welcome" at random points, for no apparent reason, and he repeatedly told me he could help me to solve my 'technical issue', which wasn't the issue at all! Started to suspect that they can click a button to provide a polite response...:rotfl:

If anyone has any views on where I stand on this I'd be SO grateful. As the overpayment was due to a technical issue from their end, which then caused my software to be inaccessible, I would love a refund for the month-to-month fees I've been paying for no reason. At the very least I'd like to be released from my contract without having to pay ANOTHER £70 on top of the £300 I've already unnecessarily paid out!

So...the question that only needs a simple answer - does anyone know of an email address or ANY contact details for Adobe that don't require me attempting the online chat support again?

Apologies for such a long post, and congratulations if you got to the end

(Signing off in the manner of adobe online help: "You are welcome. Thank you for reading my post about Adobe! You are welcome!" )

BottomRung

Assuming you are in the UK the number on their site is 0207 365 0735. Adobe are a very good company when i've had dealings with them so i'm confident that they will sort all this out for you. Don't give up and good luck with it.

ps I don't work for Adobe. ;-)

Johnmcl7

Is it just the one online chat you've had? I've found them surprisingly helpful on that system so it's possibly worth another go if you haven't tried already although your problem may be out of their scope.

John