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Adobe exec compared Creative Cloud cancellation fees to 'heroin'
General counsel Dana Rao says newly-unredacted copy of the FTC’s complaint against Adobe for hidden fees and complicated cancellation flows isn’t all that it’s made out to be.
That’s the big reveal in the unredacted complaint, which also contains previously-unseen allegations that Adobe was internally aware of studies showing its order and cancellation flows were too complicated and customers were unhappy with surprise early termination fees. Rao also pushed back on this claim, saying that Adobe had already started on an overhaul of it subscription practices in October of 2021, and that the internal discussion of the Forrester report merely validated their approach. The recent legal history of Chevron deference is long and winding, but the upshot is that that Adobe can now argue directly to a court that its cancellation flow is, in fact, simple.
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