Adobe and Amazon Hell

On May 7th I bought a 12-month subscription to Adobe InDesign via Amazon, at $16.99/month. I installed the software and had been using it for almost 2 months. On Sunday June 26th I exported a pdf of my current project. When I then tried to use InDesign I got a message from Adobe saying that my account was cancelled for non-payment of the monthly subscription fee. The Amazon page showed that the payment had been made and that my subscription was active.

What to do?

I called Adobe’s Customer Care and spent more than half an hour on the phone with an agent in India, who told me that my only option was to CANCEL the suspended subscription and buy a NEW subscription—the cancelled account could not be reinstated.

I contacted Amazon and was told that everything on their end was correct: I had an “active” subscription for the product. So I cancelled that subscription (they waived the “early cancellation” fee and refunded the last month paid) and bought a NEW subscription, at the NEW price of $19.99/month (Adobe had raised the price without telling me and apparently without informing Amazon, so that [I deduce] Amazon’s payment of my subscription fee was $3.00 less than Adobe expected, hence the cancellation by Adobe of my access to InDesign).

My account information page at Amazon shows that the new subscription is paid and active. The Amazon Licenses page has a button labelled “Access Product” but the link is broken (“Trying to find something? The page you specified could not be found.”). Evidently THAT link is supposed to authenticate my purchase to the Adobe server; without that authentication, Adobe has no record of my License.

I’ve talked with Amazon Customer Care people in Cape Town (twice, two different reps) and somewhere in the US, and have been assured that the Problem has been Escalated. I tried again to use InDesign this morning, got the same message, called Amazon, and actually achieved a three-way call (me, Cape Town, India) and am assured that the issue will be resolved in 24 or 48 hours. I’m not holding my breath.

All of the people I talked with were friendly, professional, helpful… but not really able to DO anything. The connection between Amazon and Adobe (who are after all business partners in this) seems to be defective or worse: the arrogance/greed of Adobe’s subscription model is surely part of the problem (I thought I had what amounted to a contract for a year, at $16.99/month), but it seems the quality control on Amazon’s Web page link management is at least as much of a problem.

To add one more annoyance, when I open LightRoom there’s now a message from Adobe saying that they have found a problem with my payment for the Creative Cloud Photography package (LightRoom and Photoshop), which I ALSO have via an Amazon subscription, and that if I don’t straighten it out in 13 days, my access to THOSE products will be cancelled. It develops that Adobe has raised the price for that package, again without telling me or, seemingly, informing Amazon: $9.99/month instead of $6.99. Amazon knows about the issue and, I’m told, has a Team working on it.

It’s not about the money. I NEED those products (they are, in effect, the Only Wheel In Town), so I’m over the barrel and I’ll pay them the additional 20-25%. It’s about the Service. And the complete absence of recourse. I’ve now lost 3 days on my project with InDesign, and spent several hours on the phone (mostly on hold) trying to straighten out a problem that I certainly didn’t cause myself. And I very much doubt that I’m the only person in the world with this problem.

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