Boete bij Opzeggen Adobe software

  • 21 December 2016
  • 61 reacties
  • 17695 Bekeken


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61 reacties

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Hallo allen! Even een account aangemaakt om iedereen te bedanken en te bevestigen dat dit werkt. Het was echt tanden op elkaar en stug blijven herhalen. Het duurde bij mij ongeveer een 45 minuten. Zet een podcast op, ruim je kamer op of doe iets anders terwijl je als een kapotte platenspeler hetzelfde riedeltje blijft zeggen. Ik heb het gehele chat gesprek hier even geplaatst zodat je een indruk krijgt van hoe het te werk gaat. Het is echt bizar.


-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.
Cancelling
Adobe Customer Care Virtual Assistant
You want to cancel your plan. Is that right?

-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. * 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.


-*
Hello, I'd be happy to help you today, let me first pull up your account information and access your details.


Ik: Hello *. My adobe subscription was automatically renewed and I want to cancel it. Autorenewal and the accompanying cancelling fees are illegal under Dutch law therefore I want to cancel my subscription immediately without fees.

-*
I understand. You have subscribed Creative Cloud All Apps with EUR 30.24 per month under Annual Commitment / Monthly Billing contract. May I know the reason of cancellation?


Ik: The subscription is too expensive

 

-*
Hello, I'd be happy to help you today, let me first pull up your account information and access your details.


Ik: Hello *. My adobe subscription was automatically renewed and I want to cancel it. Autorenewal and the accompanying cancelling fees are illegal under Dutch law therefore I want to cancel my subscription immediately without fees.


-*
I understand. You have subscribed Creative Cloud All Apps with EUR 30.24 per month under Annual Commitment / Monthly Billing contract. May I know the reason of cancellation?


Ik: The subscription is too expensive


-*
I understand. May I know if you are a student or teacher?


Ik: I´m not a student anymore, I graduated this year.
I want to stress that I want to cancel my subscription without cancellation fees, as these are illegal in the Netherlands.


-*
I understand. However, I would just like to inform you that still you are getting the student 40% of discounted price which is EUR 30.24 per month which is valid till 02 Sep 2022. The regular plan price is EUR 60.49 per month. Means you are still doing savings of EUR 30.25 per month.


Give me a few more minutes to find the right solution for you.
Thanks for your patience. I totally understand your reason of cancellation. However, I have an exclusive one time offer which is valid for you now only wherein I can offer a free credit of 90 days (03 months) on the Creative Cloud All Apps subscription allowing you time to explore our Creative Cloud All Apps products FREE for OCT, NOV and DEC months. Your billing will resume at same student amount after free months on 02 Jan 2022. Adobe will never charge you for these free months. These free months includes in your annual contract and will help you continue and completing the contract as well with savings of EUR 90.72 additionally. I will also share an email with learning links to help you use our products better. How does that sound to you?

Ik: No I do not want this offer. Please cancel my subscription immediately without the 50% fees.

-Basi Santosh
I understand. Instead cancel you can switch to single app which you use mostly as per your needs will be cheaper and helpful to continue. 


Like, Photoshop, Lightroom, Illustrator, After Effects, Acrobat Pro DC, Premiere Pro, InDesign etc.


If so, I could switch your plan to single app and I could get that product in the least available price for you + coming 3 months will be free.


May I know you are interested / wish to use which single app subscription / product?
Like, switch to Photography plan with only EUR 12.09 per month with coming 3 months will be FREE. It includes Photoshop, Lightroom and Lightroom Classic so you can easily edit, organize, store, share and transform your images. This package also includes 20GB of Cloud storage.

Ik: No I do not want to swith or any other kind of offer. I would like to cancel immediately without cancellation fees. These terms are illegal in the Netherlands.

-*
I totally understand that. However, Our cancellation policy remains the same; please review it here: https://www.adobe.com/legal/subscription-terms.html. Per your plan, a cancellation fee of 50% of your remaining months applies.


The early cancellation fee would be 50% of Remaining 11 Month(s) which is EUR 166.33 if you wish to cancel it now. May I proceed with cancellation?

Ik: These terms are illegal under dutch law. As adobe is also a company operating in the Netherlands it should act according to the law. I´d like to cancel my subscription immediately without cancellation fees.

-*
I could understand but the subscription was purchased online and at the time of purchase the Terms and Conditions was accepted which states the cancellation policy which was agreed upon and hence the subscription activated.

Ik: In The Netherlands we have the right for monthly cancellation. So can you cancel it direct, without cancellation fee, as the law is.

-*
Adobe do respect that and that is why all over the world adobe has 3 kind of payment plan wherein you could decide which subscription payment plan you wish to take and will be good for you.


Like, 1) Annual Plan Paid Monthly.

2) Annual Plan Prepaid,

3) Monthly Plan.


Monthly subscription —  €90.74/month  including VAT. No cancellation fee at all for Creative Cloud All Apps Monthly plan which you could see on website https://www.adobe.com/nl/creativecloud/plans.html


Instead subscribing the Monthly subscription you have subscribed for Annual Plan Paid Monthly subscription which is under annual contract and cancellation fee applies if cancel before the contract ends.

Ik: The terms of auto renewal is illegal in The Netherlands. You can find this information here: https://business.gov.nl/regulation/automatic-renewal-subscription. It being online does not change this. Please cancel my subscription immediately without the cancellation fees.

-*
Let me share you the terms which you have agreed while subscribing the subscription and for which the subscription has been activated and auto-renewed.


Subscription Terms

Your subscription begins as soon as your initial payment is processed. Your subscription will automatically renew annually without notice until you cancel. You authorize us to store your payment method(s) and to automatically charge your payment method(s) every month until you cancel. We will automatically charge you the then-current rate for your plan, plus applicable taxes (such as VAT or GST if the rate does not include it), every month of your annual contract until you cancel.


We may change your plan’s rate each annual renewal term, and we will notify you of any rate change with the option to cancel. If the applicable VAT or GST rate (or other included tax or duty) changes during your one-year term, we will accordingly adjust the tax-inclusive price for your plan mid-term on your next billing date.If your primary payment method fails, you authorize us to charge any other payment method in your account. If you have not provided us a backup payment method(s) and you fail to provide payment, or if all payment methods in your account fail, we may suspend your subscription. You can edit your payment information anytime in your Adobe Account page.


For European Economic Area customers, your bank may require you to authenticate your initial purchase using a password, a one-time code sent to your mobile number, or biometric recognition. When you authenticate, you also authorize us to charge your payment method for your additional purchases without providing us further payment information or other instructions (i.e., we will initiate future payments independently). Such additional purchases may occur when we automatically charge your payment method in connection with a recurring subscription or when you add or change licenses or products.


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, you’ll be charged a lump sum amount of 50% of your remaining contract obligation and your service will continue until the end of that month’s billing period.

Ik: Thanks for sharing the terms but these terms are not legal in the Netherlands. In The Netherlands we have the right for monthly cancellation. So can you cancel it direct, without cancellation fee, as the law is.

-*
Above terms it is clearly been mentioned " Your subscription will automatically renew annually without notice until you cancel. " Hence, it is auto-renwed.
Our terms and conditions haven't changed; it is same for all regions. Please review them here: https://www.adobe.com/legal/subscription-terms.html.

Ik: Like I said, this autorenewal is not legal in the Netherlands and I have a right for a monthly cancellation without fees. I'd like to cancel my subscription now without fees.

-*
Sorry, you might missed the above shared terms and conditions wherein it is clearly been mentioned " Your subscription will automatically renew annually without notice until you cancel. " Hence, it is auto-renewed as per your subscription terms which you have agreed and activated your paln from your end.

 

 

Ik: Like I said, these terms are not legal in the netherlands (https://business.gov.nl/regulation/automatic-renewal-subscription/) therefore I wish to cancel my subscription immediately without cancel fees, as per law

-*
I would like to inform you that our cancellation policy remains the same. However, I’m going to cancel the subscription and waive your cancellation fee this time as an one time exception only. Please review the adobe subscription terms and conditions for your future references.

Ik: Thank you, is the cancellation effective immediately?

-*
I have successfully cancelled your Creative Cloud All Apps subscription and waived your cancellation fee this time as an one time exception only. You'll be receiving the same confirmation by email. You won't be charged further for it.
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

Gelukt! Nogal klantonvriendelijk hoe Adobe probeert hiermee weg te komen. Pas na doordrammen kon ik uiteindelijk mijn abonnement zonder boete beëindigen. Bedankt voor de inspiratie in alle posts hierboven. 

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Hoi iedereen! Ik heb ook even account gemaakt - wat ik normaliter ook nooit doe -  om iedereen hier te bedanken voor het delen van de ervaringen! Ik heb met succes ook mijn adobe subscription kunnen annuleren. 

Bij mij duurde het maar 15minuten, dus ik dacht ik deel even mijn gesprek met de customer service. Mogelijk dat iemand anders het ook op een snelle manier kan afhandelen. Ik denk dat ze op een positieve/dankbare manier benaderen + aangeven dat je écht geen manier ziet om hun producten verder te gebruiken de manier is om er snel doorheen te komen

Ik heb de naam van de customer service agent geanonimiseerd en mijn eigen naam weggehaald. 

 


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.

-- I would like to cancel my subscription

Adobe Customer Care Virtual Assistant

You want to cancel your plan. Is that right?

Yes

No

12:27 PM

-- Yes

Adobe Customer Care Virtual Assistant

Ok. I can help you with that.

To cancel your plan, click the link: [link]

We'll send a confirmation email if you complete the process.

12:27 PM

Adobe Customer Care Virtual Assistant

Were you successful?

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.

Your estimated wait time is currently less than one minute

Your estimated wait time is currently less than one minute

 

Hello. A 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.

 

A: Hello, I will be happy to assist you. let me pull up your account information and access your details.

-- Hello A!

A: As I can see you have an active subscription of Creative Cloud All Applications under your account. May I know why you wish to cancel your subscription?

-- I needed the Adobe applications for school projects and since I graduated I have no use for them any longer.

A: Sure, I can help you with that. May I know did you attempted to cancel the plan Online today?

-- Yes, but I saw that I would have to pay a fee for cancelling. Additional cancellation fees are illegal under Dutch law therefore I want to cancel my subscription immediately without fees.

A: [naam], I am here to help you. let me check what best I can assist you with.

-- thank you :)

A: I would like to share that you have subscribed for Annual Commitment / Monthly Billing plan and hence its asking for an early cancellation fee because you have the Student/Teacher discounted plan which we offer for 1 year.

07 Feb 2022 is the next renewal date and if you would like to continue to use it after that for another year I can apply 3 free months today which will help you in completing the tenure of current plan.

As a valued customer, I would like to offer you free 3 months which means that for the next 3 months, you will not have to pay.

With 3 free months you do not pay any fee and monthly fee as well because your plan will be free of cost from 07 Dec till 07 March 2022.

How does that sound to you?

12:36 PM

-- Thank you for the offer, but unfortunately I have to say reject it. I cannot find any reason to use any of the programs anymore.

A: Sure, I can help you with that. If you're a Photoshop and Lightroom app user on Mobile and Desktop I can change the plan to Photography Plan 20GB at – EUR 9.99/month with 3 free months.

The Creative Cloud Photography plan includes the following apps: Adobe Photoshop Adobe Photoshop Lightroom on desktop, mobile, and the web Adobe Photoshop Lightroom Classic Adobe Portfolio Adobe Spark with premium features Adobe Bridge 20 GB cloud storage

With this offer your current plan gets canceled without the fee and with partial refund as well and you will get access to best Photography plan in the world.

Would you like me to go ahead with the switch?

12:40 PM

-- Thank you once more for an offer, but those are of no use for me either so no

A: Adobe values you as a customer, so I’m going to cancel the subscription and waive your cancellation fee. We hope you'll use Adobe products again in the future.

-- Thank you very much, A. Will I be getting a confirmation e-mail of the cancellation as well?

A: Yes, I can confirm that I have canceled the subscription and the cancellation email have been sent as well you will not be charged for this plan, I assure you that.
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!

-- I have received the e-mail. Thank you very much, A! It was a pleasure talking with you :)

Have a great day and stay safe and healthy!

A: You're Welcome, Stay Safe & Healthy!

12:44 PM

Conversation ended

 

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@User16 Fijn te lezen dat de ervaringen je hebben geholpen! En natuurlijk dank voor het delen van jouw ervaring :wink:

Super thanks voor de gedeelde ervaringen, zonder was ik niet zover gekomen!

Ook ik schrok toen ik zag dat ik ruim € 260 moest betalen om mijn CC abonnement op te kunnen zeggen. Met de informatie op deze pagina ernaast ben ik het gesprek met de klantenservice van Adobe aangegaan. De werknemer gaf niet zomaar prijs, ik ben 40 minuten in gesprek geweest en heb meerdere keren te horen gekregen dat de Voorwaarden van Adobe niet beïnvloed worden door de regio vanuit waar je het abonnement hebt afgesloten. Ook kreeg ik meerdere aanbiedingen voorgeschoteld. Omdat ik in een van de reacties las dat je gewoon moet volhouden, heb ik meerdere keren uitgelegd dat de wetgeving in Nederland een boete als deze niet toestaat. Ook heb ik dit forum  meerdere keren genoemd. Na 40 minuten gaf de medewerker aan dat ze vanuit “good will” (ja daar is ie weer) het contract kon beëindigen zonder de boete in rekening te brengen. 

Dus ook ik zeg, volhouden en laat je niet afwimpelen!

Ze hebben wel geprobeerd boete af te schrijven, wat nu?

Ik heb ook hetzelfde probleem, net zoals de rest hier. Echter moet ik opeens 169,38 betalen als boete (wat ook helemaal niet klopt, maar goed) Na ook 40 minuten aan de telefoon te hebben gehangen en na veel ‘verleidelijke’ aanbiedingen, toch gezegt dat ik van mij abbo af wil en alles leek in orde. Vetrouwde ik het toch niet en mijn Papal betalingen gecancelled en jawel vanochtend hadden ze het geprobeerd…

Wat moet ik nu doen? Gewoon even wachten omdat het overduidelijk tegen de wet is? Of weer contact opnemen met de boeven van de Adobe chat?

Zelfde probleem hier. Na 6 jaar lidmaatschap 50 euro moeten betalen. Vraag me ook af of Adobe niet kan worden aangesproken hierover. Schandalig!

Ik zoek nu  naar de manier om contact met ze op te nemen. Dat is blijkbaar goed verstopt op hun website. Ik heb nu een dm via Twitter gestuurd, maar of ze daar op reageren?

Dus: iemand die het emailadres of chatfunctie kan aanwijzen?

Reputatie 4
Badge +4

 

Hier misschien? 

Adobe systems Benelux BV

Nederland

Europlaza

Hoogoorddreef 54a

Amsterdam, 1101 BE

Nederland

Tel: +020- 65 11 200

Dank voor de gegevens. Via Twitter/Adobe Care is het nog redelijk snel gelukt! Natuurlijk kwam eerst nog een ‘offer’ voorbij. Maar gelukkig daarna meteen geregeld. Met mijn afsluitende opmerking dat ik zou willen dat ze stoppen met deze praktijken, werd natuurlijk niet gereageerd...

Bedankt voor de tips allemaal om via de chat contact op te nemen. Ik heb wat van de berichten hier gebruikt in mijn gesprek. Het kwartje viel bij mij halverwege pas dat het volgens de wet pas na 1 jaar ingaat om het per maand te kunnen annuleren. Dus de eerste helft van mijn gesprek sloeg nergens op, omdat ik dit abbo nog maar 2 maanden had. De eerste aanbiedingen sloeg ik af. En bij de laatste overwoog ik bijna om gewoon de boete maar te betalen, omdat dat goedkoper zou zijn dan een aanbieding aan te gaan. Toch nog maar een poging voor ik afsloot met: Can't you just cancel it without the fee? Terwijl ik eigenlijk geen poot had om op te staan, en de beste agent antwoordde met: I feel you were not aware about the cancellation terms and conditions, and may I go ahead, to stop the further billing on account and waive the cancellation fees for you.
Please check the cancellation email, which you will be receiving shortly for confirmation.

Hah, ik blij. Volgende keer let ik dubbel op met trail-abbo's die vervolgens niet maandelijks opzegbaar zijn.

Zelfde probleem hier. Na 6 jaar lidmaatschap 50 euro moeten betalen. Vraag me ook af of Adobe niet kan worden aangesproken hierover. Schandalig!

Ik zoek nu  naar de manier om contact met ze op te nemen. Dat is blijkbaar goed verstopt op hun website. Ik heb nu een dm via Twitter gestuurd, maar of ze daar op reageren?

Dus: iemand die het emailadres of chatfunctie kan aanwijzen?

Ronde knop met tekstwolkje rechtsonderin op https://helpx.adobe.com/support.html

Reageer