Interesting thing happened while on the phone with Adobe today

So I’ve been subscribed to Adobe’s stock photo service for the last year+. I realized the other day that while it’s a great service, I can really do everything I need for my work with my Canva premium subscription, and for a lot less fundulation too.

I haven’t used all the photos I’ve purchased since last June, so I went to cancel my service – but did a double take when it said I’d lose access to the 57 unused photo credits I’ve accumulated and have yet to use.

So I got on the chat with their customer service, and asked them to clarify their policy. They were very friendly, but firm on their policy. Once you cancel your subscription, it’s basically use it or lose it. Even when I explained I wanted to actually switch subscriptions to another of their product’s, they wouldn’t budge on me losing those credits.

I can see how that might make sense with a cell phone service, but with stock photos? Seems I should be able to use them even if I’m not on their list of paying customers. I mean, I did pay for the credits; and 57 of them means I’d lose close to $180 to do this.

I tried to explain to them that this really doesn’t make sense, that I’ve purchased the credits, it’s a big loss for me, etc. Again, they were sympathetic, but rather firm in their answer. Thankfully we were able to work out kind of a side deal where I get a little extra time to find some good photos and claim them as my own – but it still baffled me why their “act of goodwill” isn’t already standard operation procedure.

Seems they would prefer I wasn’t a customer. And the more I think about it, the more I think that’s exactly what they want.

All this time I’m thinking to myself, “There are a million stock photo services out there, why would you be like this when I can leave and go to one of them?”

But I think there’s a lot of wisdom and truth in their policy. I don’t know this for a fact, but I wouldn’t be surprised if they actually try to repel certain customers. In a world where there are a zillion competitors, one must take a firm stand on things. Hey, they’re Adobe; they won’t miss me if I leave. They won’t shut down if I never subscribe to any of their other products either.

So while I still don’t quite understand their policy, I have to respect their non-needy and firm position. Rules are rules, and if someone leaves because they don’t like it, maybe it just clears space to serve customers who need what they have to offer more than I do.

Low-fat food for thought.