Adobe’s Subscription Scandal: How the Creative Giant Betrayed Customer Trust

Shah Mohammed
4 min readJun 20, 2024

As a longtime user of Adobe’s products, I have always held the company in high regard. Their powerful software tools, such as Photoshop, have been essential to my work as an Industrial Designer. However, my trust in Adobe was shattered when I recently attempted to cancel my Acrobat subscription and discovered the company’s deceptive and customer-hostile practices.

A few months ago, I needed to use Adobe Acrobat for a couple of short-term projects. I decided to subscribe, thinking I could easily cancel once the projects were completed. Little did I know that I was walking into a carefully laid trap. After using Acrobat for just a few days over the course of two months, I went to cancel my subscription and was hit with an outrageous cancellation fee. To my horror, I discovered that I would be forced to pay for an entire year’s worth of subscription, even though I had only needed the software for a fraction of that time.

I was stunned. How could Adobe justify charging me for a full year when I had only used the software sporadically for a couple of months? I felt betrayed and manipulated. The company had lured me in with the promise of a monthly subscription, only to hold me hostage with exorbitant cancellation fees hidden in the fine print.

As I dug deeper into Adobe’s subscription practices, I discovered that I was not alone in my frustration. The U.S. Department of Justice has filed a lawsuit against Adobe, alleging that the company intentionally hid details of the expensive cancellation fee from consumers. The lawsuit reveals a pattern of deception and manipulation that is deeply troubling.

According to the lawsuit, Adobe buried the cancellation fee details in fine print, concealed behind optional text boxes and hyperlinks. The company made the cancellation process unnecessarily complicated, erecting barriers to discourage users from ending their subscriptions. Adobe knew that most customers would not click on the hidden links to view the cancellation fee details before enrolling, yet they chose to obscure this crucial information deliberately.

The Breach of Trust: Adobe’s actions are a blatant breach of the trust that customers place in the company. When we subscribe to a service, we expect transparency and fairness. We trust that the company will provide clear and upfront information about the terms of the agreement, including any potential fees or penalties. By hiding the cancellation fee details and making the process unnecessarily complex, Adobe has violated that trust.

Moreover, Adobe’s practices raise serious questions about the company’s integrity and priorities. Are they more concerned with trapping customers into long-term commitments and extracting as much money as possible, rather than providing a fair and honest service? It seems that Adobe is willing to compromise its values and customer relationships in the pursuit of profit.

It is time for Adobe to be held accountable for its deceptive and anti-consumer practices. The lawsuit filed by the U.S. Department of Justice is a step in the right direction, but it is not enough. Indian regulators must also take action to protect the rights of consumers in our country. We cannot allow multinational corporations like Adobe to exploit and manipulate customers without consequence.

As consumers, we have the power to hold companies accountable through our choices and voices. We must demand transparency, fairness, and respect from the brands we support. If Adobe refuses to change its ways and prioritize customer well-being over profits, then it is time for us to take our business elsewhere.

Adobe’s subscription scandal is a wake-up call for all of us. It highlights the need for greater consumer awareness, stronger regulations, and a commitment to ethical business practices. We cannot allow companies to hide behind fine print and deceptive tactics. We must demand clear, upfront information about subscription terms, cancellation policies, and any associated fees.

Furthermore, we need to foster a culture of corporate accountability. Companies like Adobe must be held responsible for their actions and the impact they have on their customers. They should prioritize transparency, fairness, and customer satisfaction over short-term gains. Only by taking a stand and demanding change can we create a more equitable and trustworthy marketplace.

In summary, Adobe’s deceptive practices and hidden cancellation fees are a shameful exploitation of its users. As a loyal customer, I feel deeply disappointed and angry at Adobe’s willingness to prioritize profits over the well-being of its customers.

It is time for Adobe to take responsibility for its actions, eliminate its predatory cancellation policies, and prioritize transparency and fairness. Indian regulators must also intervene to protect the rights of consumers and hold Adobe accountable for its misdeeds. We, as customers, have the power to demand change and vote with our wallets.

#AdobeBetrayal #ConsumerRights #CorporateAccountability #TransparencyNow