Как отменить подписку Adobe без штрафа?
4 месяца назад я оформила подписку на Adobe Photoshop и исправно платила ежемесячно около 300 рублей за подписку на минимальном тарифном плане. Сейчас, когда надобности в этой программе нет, захотелось отменить подписку и привязку к кредитной карте. Тут началось самое интересное, чтобы отменить подписку я должна заплатить 1000 с лишним рублей неустойки компании Adobe, вот кусок письма:
- Вопрос задан более трёх лет назад
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Столкнулся с такой же проблемой - решил попробовать легального продукта и как многие навtрное знают - не смог его даже активировать нормально. Покупал подписку на год с ежемес. оплатой, но так как не заработало - просто забил. Когда же через месяц деньги повторно были списаны - негодованию моему не было предела. (Предполагал что списание средств будет по моему желанию) 1. Сразу позвонил в Сбер - отменил транзакцию (время было уже 21:03 у Adobe 18:03 - чат работает только до 18) 2. На след. день вышел в чат и вежливо попросил меня отключить. Мне задан был вопрос - Почему? Ответил - это мое желание. И понеслось - вы не можете, платите штраф и тд. и т.п. Чат у них только на английском (с какого перепуга то?) Вообщем, раза три просил, меня переключали в чате - в итоге пригрозил создать сайт с петицией о их беспределе, пояснил - что бы не подписывал и с чем бы не соглашался - всегда имею право отказаться - всегда, понимаете? Действия их противозаконны. Сказал что уже заблокировал транзакцию и буду отключать далее - на что мне было сказано платите штраф. Еще раз пригрозил судом и о чудо. Мне пришло письмо что я отключен. 3. Письмо - подтверждение отключения от подписки. Могут наобещать что отключили а по факту - статус будет активен.
ADOBE - вся их система CLOUD смахивает на обычное мошенничество. И не надо их защищать - уступки и т.д. - был бы нормальный сервис , не страдали бы люди - этого бы письма не было. Не подписывайтесь. Всем добра )
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Перед снятием денег с карты, убери оттуда все деньги. Они несколько раз попытаются (если подключено СМС-оповещение, то это видно). Напишут письмо, что мол с картой проблемы. И отстанут. Проверено буквально два месяца назад.
А формально-то они правы.
Они тебе предоставляли Фотошоп за копейки фактически при определенных условиях. Для РФ специальная цена в рублях, несмотря на рост курса доллара. И вполне разумно потребовать с тебя компенсации за использование на столь льготных условиях.
Ты подмахнул(а) эти условия не глядя - но тут ты не прав(а).
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Вот моя переписка , как я отказался без штрафа . Может кому поможет
Bill Bahadur: Thank you for contacting Adobe Membership Services . I’ll look into your account right away to view exclusive offers for your membership. Александр Бельков: the subscription is cancelled? Bill Bahadur: Александр, 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 Bill Bahadur: Александр Бельков: previously fond of photos , but not now. Bill Bahadur: Thank you, may I please have your best phone number, if incase we get disconnected, we can go ahead and arrange a call back as soon as possible Александр Бельков: +7903------ Bill Bahadur: Thank you Bill Bahadur: Please allow me 1-2 minute(s) to review your account details. Александр Бельков: ok. Bill Bahadur: We appreciate your patience and apologize for the wait. Александр Бельков: >: | Bill Bahadur: I reviewed the account details, I see there is a subscription of Creative Cloud Photography plan (one-year) Bill Bahadur: Александр Бельков: I want to unsubscribe Bill Bahadur: As I understand you wish to cancel it right? Bill Bahadur: Александр Бельков: yes Bill Bahadur: I would like to inform you, As per the policy the subscription you have under the account is under an annual commitment with monthly billing, How ever if you wish to cancel it right now there will be an early termination fee charge, that would amount 50% of the remaining months Bill Bahadur: Bill Bahadur: Just to let you know that you still have 4 months remaining to complete the year contract Bill Bahadur: Are we still connected Александр Бельков: one minute Bill Bahadur: Sure please Александр Бельков: Article 32 of the RF Law "On protection of consumer rights" Right of the consumer to refusal of execution of the contract on performance of works (rendering of services) the Consumer is entitled to refuse performance of the contract on performance of works (rendering of services) at any time subject to payment to the executor the actually incurred expenses associated with the performance of its obligations under this agreement. Александр Бельков: To write a claim in court? Bill Bahadur: For better confirmation, I would kindly request you to please visit the link of terms and condition of Adobe's subscription www.adobe.com/misc/subscription_terms.html Bill Bahadur: Are we still connected? Александр Бельков: You provide services on the territory of the Russian Federation, the agreement contradicts the legislation of the Russian Federation. Александр Бельков: All subsequent transactions will cancel Bill Bahadur: I apologize Александр, As per the Adobe policy if you wish to cancel it there will be an cancellation fee charge for it Александр Бельков: I'm going to write a complaint, copies will be sent to you. Александр Бельков: As well as the petition. Bill Bahadur: Yes Sure but please allow me a moment to have a check with my resources to see what best can be done in this case Александр Бельков: ок Bill Bahadur: We appreciate your patience and apologize for the wait. Александр Бельков: In your written agreement. 1, 1.1 You may have additional rights under the law. We do not intend to limit those rights in cases where it is prohibited by law. Bill Bahadur: Александр, Yes as of one time curtsey, I can go ahead waive off the cancellation fee and cancel the subscription of you Bill Bahadur: Please stay connected, while I go ahead and do as I mentioned above Александр Бельков: ok Bill Bahadur: We appreciate your patience and apologize for the wait. Bill Bahadur: All set from my end the confirmation for the cancellation would be 0220923295, you will also receive an via email regarding the cancellation, Just to let you know that you will still have the access to it till the next billing date and than it will automatically expire, you will no longer be billed any further Bill Bahadur: Is there anything else I can help you with?
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Я в Украине, текст немного поменял местами.
Law of Ukraine «On Protection of Consumer Rights» from 19.03.1994
You provide services on the territory of the UKRAINE, the agreement contradicts the legislation of the UKRAINE.
Никак. Вы обязаны заплатить эти деньги, т.к. акцептировали оферту. В противном случае они имеют право подать в суд, и вы выплатите им не только эту сумму, но и судебные издержки.
Кроме того, Adobe пошли на уступки и решили вернуть вам часть денег (обычно не возвращают: "Заплатили за год - пользуйтесь год, за половину срока денег не вернем").
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А я не стал бузить )
Himanka: Thank you for contacting Adobe membership services Himanka: 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? Himanka: Are we still connected? Вячеслав: Because you are the coolest ) Вячеслав: Yes Himanka: Thanks, Before proceeding,may I have your phone number, which I can update in your account? Вячеслав: +7***** Himanka: Thank you for the information, As I can see you have Creative Cloud Photography plan (one-year), right? Вячеслав: Yes Himanka: To understand and serve you better, may I know what concerns do you have related to your membership? Himanka: Are we still connected? Вячеслав: No problem Himanka: May I know How can I help you with your subscription? Вячеслав: please disable it Himanka: As per my understanding you want to cancel Creative Cloud Photography plan (one-year), right? Вячеслав: Yes Himanka: May I know why you want to cancel it? Вячеслав: There is no financial ability to pay for the service, in addition, it has risen. Himanka: Okay, But as I can see you were in annual commitment , the price increase will be applicable on your renewal date of your subscription i.e after 23 June 2017 Himanka: As You were in annual commitment , If you cancel the subscription before the end of tenure, It will charge you cancellation fees Himanka: So Iwould suggest you tro complete the tenure and cancel it in the last month i.e between 26 May 2017 and 20 June 2017 Вячеслав: Yes, I know about it, but I can not pay unfortunately. Himanka: please allow me 2-3 min, so that I can check what best I can do for you? Вячеслав: I certainly subscribe again, but when hard times come on Himanka: I understand,as you are honorable customer of Adobe I have requested my higher level to cancel the subscription for you without any cancellation fees Himanka: Please allow me 1-2 min, so That I can forward the request for cancellation Вячеслав: Thanks you Himanka: Okay, I have forwarded the request Himanka: It will be cancelled within 1-2 workin days Вячеслав: Many thanks Himanka: This is the case number-0221306 Himanka: Is there anything else I can help you with? Вячеслав: Nothing else God bless! Himanka: Thank you , Have a nice day Himanka: You may receive an email with our Customer Feedback Survey. The survey takes less than 2 minutes and I would really appreciate your feedback. Himanka: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
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Спасибо всем советчикам! Я тоже не стал ругаться и просто уточнил, можно ли отменить подписку без штрафа:
Manpreet: If you are willing to cancel your subscription,then there will be Early Termination Fee. Sergey Ivanov: Can it be done without fees? Manpreet: Please allow me 1-2 minute(s) to review your account details. Manpreet: Please stay connected while I cancel this for you and waive off the Fee. Manpreet: I have successfully cancel your subscription and waive off the cancellation fee and your confirmation case number is.
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В июле 2019 получилось отменить подписку так:
Hello! I have Acrobat Pro DC annual plan an I'd like to cancel it. Could you please cancel it? Adobe Customer Care Assistant
Ok. I want to make sure I understand clearly. Which category below best describes your issue?Cancel a plan
Hello, I'll be happy to assist you. I understand you want to cancel your plan, may I know reason of cancellation? I have an old x86 Windows XP system, and Acrobat Pro DC doesn't support it Pratiksha
If you wish to continue using the subscription then I can add 3 free months to it, this means you will not be charged for next 3 months and you can use the subscription for free for 3 months, how does that sound? no thanks. I can't use it because my hardware is too old. Pratiksha
Okay I will go ahead and cancel your plan. Sorry to see you go. While I process your cancellation, I want to let you know that you still have access to several free Adobe products, such as Adobe Spark or XD. I hope you'll use Adobe products again in the future.Thank you very much for help Pratiksha
Your plan has been cancelled you will receive an email confirming the same. I hope that helped. You'll receive an email with a survey link. Please take a moment to rate your experience and help us improve. Thanks!
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Пыталась сделать по хорошему, договориться, но так и пришлось статью копировать из закона. Всё удачно)
info: Thank you for contacting Adobe membership services. You will be attended to shortly. info: You are now chatting with 'Shivangi' Shivangi: Shivangi: Thank you for contacting Adobe Membership Services, my name is Shivangi. How can I help you today?? ulia koshkina: Hello, I'd like to cancel Creative Cloud Photography plan (one-year) Shivangi: May I know the reason of cancellation? ulia koshkina: There is no financial ability to pay for the service. And, moreover, I don't work with photoes anymore. Shivangi: Please allow me 1-2 minutes to review your account details. Shivangi: As I can check you are remaining with 10 months of subscription Shivangi: Also I would like to inform you are in annual contract and monthly billing subscription so I would like to inform you If you will cancel the subscription in between your contract there will be early termination fee that would be 50 percent of remaining months. Shivangi: ulia koshkina: Can it be done without fees? Shivangi: I sincerely apologize you are under annual contract if you cancel it then there will be a cancellation charge Shivangi: I would like to suggest you keep the subscription with you instead of paying cancellation fee ulia koshkina: I checked it: an article 32 of the RF Law "On protection of consumer rights" Right of the consumer to refusal of execution of the contract on performance of works (rendering of services) the Consumer is entitled to refuse performance of the contract on performance of works (rendering of services) at any time subject to payment to the executor the actually incurred expenses associated with the performance of its obligations under this agreement. Shivangi: As an one time exception, I have cancelled your subscription and waive off your cancellation fee Shivangi: Is there anything else I can help you with? Shivangi: Are we still connected? ulia koshkina: Yes ulia koshkina: Many thanks! Shivangi: You can use it till the end of this month Shivangi: Is there anything else I can help you with? ulia koshkina: No. thank you Shivangi: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
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Интересно, а с кого-нибудь вообще взяли штраф хоть раз? Такое впечатление, что штрафом только запугивают. Например, чтобы люди подумали, что в любом случае придется платить, и не отказывались от подписки сразу, а сделали это только в конце года. Я, например, вообще согласился заплатить штраф, но с меня ничего не взяли (якобы в виде исключения). Как вам нравится такая переписка:
Subrata: Thank you for contacting Adobe membership services. Subrata: I am reviewing your issue. Please stay online and do not close the chat window or browser in order to ensure our chat session is not interrupted. Subrata: Thank you for your patience. Subrata: As per your chat submission, I understand that you need help with the cancelation for the plan Creative Cloud Photography plan, Is that correct? Дмитрий Нестеров: Yes Subrata: Okay, let me check your subscription plan and I will try my best to help you. One moment please. Дмитрий Нестеров: Ok, thanks Subrata: You are welcome. Subrata: May I know the reason of cancellation please ? Дмитрий Нестеров: I do not use Photoshop at the moment, switched to Affinity Photo. Subrata: I would like to inform you that you get option of digital photo processing and editing for photography plan. You get lightroom, photoshop and adobe bridge to use. Дмитрий Нестеров: I know, thanks. I still want to cancel the subscription. Subrata: I believe that you are aware of the Annual commitment, monthly billing because of which you get the subscription at the lowest possible discounted price. So If I go ahead and cancel the subscription now, I see a cancelation fee of RUB 6079.36. Дмитрий Нестеров: Ok, tell me what to do Subrata: So, you agree to pay for the cancellation fee. Дмитрий Нестеров: Yes Subrata: Okay. One moment please. Subrata: Okay. I have canceled the plan for you and waived off the cancellation fee as an exception. Дмитрий Нестеров: ok, thank you
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Октябрь 2019. День списания платы за подписку, шел третий месяц. Списание не прошло, так как на карте не было достаточного количества средств. Пишу в чат, сперва общение идёт с ботом, после ключевого слова переключают на оператора. Изучив тред, пришел к выводу, что апеллировать к закону РФ - самая выгодная стратегия, так оно и вышло:
Hi. I am the Adobe Customer Care virtual assistant. Tell me what you need help with. I'll do my best to understand and find the right person to assist you.
Hi. Within the article 32 of the RF Law "On protection of consumer rights" I want to cancel my plan without any fee.
(The article 32 of the RF Law "On protection of consumer rights": Right of the consumer to refusal of execution of the contract on performance of works (rendering of services) the Consumer is entitled to refuse performance of the contract on performance of works (rendering of services) at any time subject to payment to the executor the actually incurred expenses associated with the performance of its obligations under this agreement)
Adobe Customer Care Virtual Assistant I'm still learning. Could you describe the issue differently or tell me your goal?
Cancel plan
Adobe Customer Care Virtual Assistant Ok. Connecting you to an agent who can help. Connecting you with a specialist as soon as possible. You are now connected to Niharika, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
Niharika Hello, I'll be happy to assist you with cancellation. May I know why you wish to cancel your subscription?
Unfortunately, Adobe programs are unstable and the service is generally not adapted to the Russian-speaking market. For example, we correspond with each other in English. As a designer, it is more profitable for me to switch to other software where I can work stably, work with Cyrillic and so on.
Niharika If you would like to continue with the subscription, I can offer a free credit of 90 days on the subscription allowing you time to explore our product, that means you will not have to pay for next 3 months. How does that sound to you?
Thank you very much for this offer, but I refuse it.
Niharika OK, I’ll go ahead and complete the cancellation. Just give me a couple of minutes. The Subscription Cancelled Successfully.
Thank you for your help, Niharika!
Niharika Happy to help. You'll receive an email with a survey link. Please take a moment to rate your experience and help us improve. Thanks!
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вот моя переписка, возможно поможет:
Today 7:05 PM Adobe Customer Care Virtual Assistant Hi. I am the Adobe Customer Care Virtual Assistant. Tell me what you need help with. I'll do my best to understand and find the right person to assist you. Hello, please cancel my subscription Adobe Customer Care Virtual Assistant Ok. I can help you with that. To cancel your trial, click the link: https://account.adobe.com/plans/53A08C1F2899703D45. We'll send a confirmation email if you complete the process. Adobe Customer Care Virtual Assistant Were you successful? Yes No No Adobe Customer Care Virtual Assistant You can see personalized offers and cancel your trial quickly if you follow the link: https://account.adobe.com/plans/53A08C1F2899703D45. We'll send a confirmation email if you complete the process. Adobe Customer Care Virtual Assistant Did that help? Yes No No Adobe Customer Care Virtual Assistant Ok. Transferring you to an agent who can help. They'll be able to pick up our chat where we’ve left off. Are you a student whose school is no longer providing remote COVID lab access? We have options for students and recent graduates. Update for Students and Faculty Your estimated wait time is currently less than one minute Your estimated wait time is currently less than one minute Your estimated wait time is currently less than one minute You are now connected to Pooja Saidas, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely. hello, please cancel my subscription i tried trial - but i dont want to continue anymore so please - cancel my subscription to expensive for me Pooja Saidas Hello Анжела, I'll be happy to assist you with your cancellation request. May I know if you wish to explore any other products or plans with us? no, thanks just cancel my subscription please Pooja Saidas Alright. Let me go ahead and cancel the trial plan on your account and confirm thanks, waiting you here Pooja Saidas Thank you for your patience. I have successfully cancelled the trial plan for Illustrator on your account and you will receive an email confirming the cancellation. thank you Pooja Saidas In case you wish to use any of our products or services, we will be more than happy to serve you again.
Happy to help. You'll receive an email with a survey link. Please take a moment to rate your experience and help us improve. Thanks! thanks
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Привет всем) Меня настигла та же проблема, подписалась, не ипользовала, а деньги списывались. Спасибо ребятам, взяла у вас ответы и вот моя переписка, может кому-то пригодится.
Hi. I am the Adobe Customer Care Virtual Assistant. Tell me what you need help with. I'll do my best to understand and find the right person to assist you. Hello!
-I have purchased a 1-year product subscription After Effects.
-I cannot use this program because my computer does not meet the specifications for using it. I want to cancel my subscription without penalty, as I was not offered any other option when I signed up. For example, monthly payment without an annual subscription, so that I can unsubscribe at any time. Adobe Customer Care Virtual Assistant You want to cancel your plan. Is that right? -Yes -No -Yes Adobe Customer Care Virtual Assistant Ok. I can help you with that. To cancel your plan, click the link: https://account.adobe.com/plans/E90C34BECC87A62D4F. We'll send a confirmation email if you complete the process. Adobe Customer Care Virtual Assistant Were you successful? -Yes -No 2:02 PM -No Adobe Customer Care Virtual Assistant You can see personalized offers and cancel your plan quickly if you follow the link: https://account.adobe.com/plans/E90C34BECC87A62D4F. We'll send a confirmation email if you complete the process. 2:05 PM -They demand a fine of $ 104, which I consider illegal Adobe Customer Care Virtual Assistant Did that help? -Yes -No -No Adobe Customer Care Virtual Assistant Would you like to chat with an agent? -Yes, chat with an agent -No -Yes, chat with an agent Adobe Customer Care Virtual Assistant Ok. Connecting you to an agent who can help. Connecting you with a specialist as soon as possible. Your estimated wait time is currently less than one minute Hello. Anushka is your support representative today, and is reviewing the chat conversation so far. If you need to share sensitive information, such as credit card number, please wait for them to give you steps to share it securely. Anushka Hello, I'd be happy to help you today. let me first pull up your account information and access your details Thank you for your patience, I see you have an active subscription for After Effects on an Annual Contract / Monthly Payment plan on the account.
May I know why you wish to cancel your subscription? Read Entire Message 2:12 PM -Hello. I want to cancel my 1 year After Affects subscription because I am not technically able to use it. And also when subscribing, I was not offered several options, for example, a monthly subscription, so that I could unsubscribe at any time. -I want to cancel my subscription without paying a penalty 2:15 PM Anushka Инесса , since you mentioned you are facing technical issue I can help you connect with technical support so that we can get your issue sorted and your apps up and running.
and also once the issue is solved I can help you with 3 free months on the subscription so that you get to use the subscription for free.
Firstly Shall I connect you with technical support? Read Entire Message -This problem is not solvable, since I will have to buy a new computer. I bought a trial program at work. Now I no longer work there and do not need the program Anushka Инесса ,I want to let you know that ,You can install the product on up to two devices, but you can use them on only one device at a time. Find more information here:https://helpx.adobe.com/download-install/usin.
so as mentioned before with 3 free months offer you can use the subscription on other device too. Read Entire Message -According to the Law of Ukraine "On Consumer Rights", I have the right at any time to refuse to fulfill the contract for the performance of work (provision of services), subject to the payment of the actual costs incurred to the contractor related to the fulfillment of their obligations under this agreement. Read Entire Message -I want to cancel my After Affects subscription without paying a penalty because I don't think it's legal. I was not given a choice of a plan when I signed up. Anushka Yes I understand but based on Adobe policies cancellation fee is same to all customer globally
Prior to placing an order, you have agreed to the Terms and Conditions, which included the Cancellation policy. Please go through the link 'https://www.adobe.com/in/legal/subscription-terms.html' to know the T&C you have agreed before the purchase. Also, immediate after the order was placed, we have sent an order confirmation email on 8/4/2021, 7:53:51 PM, which included, Plan term, Cancellation & Refund Policy.
all these terms was mentioned when you initially signed up by you ,for more options on plan please refer to www.adobe.com
I have resent the email for your reference please check Read Entire Message -Yes, but You provide services on the territory of the UKRAINE, the agreement contradicts the legislation of the UKRAINE. Anushka Yes but Adobe follows its policies irrespective of the Country. -Yes, but this does not absolve Adobe from liability for violating the laws of the countries in which it applies. Do I need to solve this problem only through the court? Anushka Our terms and conditions haven't changed; please review them here: https://www.adobe.com/legal/subscription-terms.html. Per your plan, a cancellation fee of 50% of your remaining months applies.
If you wish to use any other product under adobe please share requirement we can can help you with best discounted plan under that product a per your requirement. Read Entire Message -Why does Adobe choose the plan for me? I was not offered a choice of a plan in which you can pay monthly without an annual subscription and this is also a violation of information legislation, since information about a service or product must be complete Anushka As one time goodwill gesture , I have canceled the subscription for you without fee and you will not be charged further regarding the subscription.
And I want to let you know that you still have access 11th of October 2021 and you will also receive cancellation confirmation Email shortly. -Thank you for your understanding and time spent with me. Anushka Happy to help. You may receive an email with a survey link. Please take a moment to rate your experience and help us improve. Thanks! Conversation ended