根据美国联邦贸易委员会（FTC）最新披露的起诉书，Adobe公司在其Creative Cloud服务中涉嫌采取隐瞒费用、使得用户退订过程过于困难的策略。FTC引用了Adobe高管的原话，称提前终止服务费用“对Adobe来说有点像海洛因”。这一指控揭示了Adobe公司内部研究显示，其订单和取消流程的复杂性以及客户对提前终止费用的不满。
对此，Adobe公司总法律顾问兼首席信任官达纳·拉奥表示失望，并认为FTC的指控是断章取义，引用了多年前非执行岗位员工的言论。拉奥指出，该文件中涉及的人员并不在向首席执行官尚塔努·纳拉延汇报的领导团队中，因此是否收取提前终止费并非他们的决策。Adobe公司坚称其做法合法合规，并已更新了订阅流程，允许用户在30秒内取消订阅。
在回应此次争议时，Adobe官方公告中提供了退款政策的具体内容。对于按月付费的年度计划，如果在14天内取消，用户可能需要支付剩余合约应付金额的50%作为取消费用，而服务将持续到该月的结算期结束。对于预付年度计划，14天后取消将不会获得退款，但服务将持续到合同期结束。未签订一年期合同的月度计划，14天后取消同样不会获得退款，但服务将持续到该月的结算期结束。
这一事件的关键在于如何定义“简单”的取消流程，Adobe公司计划在法庭上对FTC的解释进行挑战。此次事件反映了Adobe在服务条款和用户体验方面可能存在的争议点，同时也引起了公众对订阅服务条款透明度的关注。
英语如下：
Headline: “Adobe Executive Compares Cancellation Fees to ‘Heroin’, FTC Alleges Deceptive Practices”
Keywords: Adobe, FTC, Subscription Fees
Content: According to the latest lawsuit filed by the US Federal Trade Commission (FTC), Adobe is accused of deceptive practices in its Creative Cloud service, allegedly hiding fees and making the process of canceling subscription unnecessarily difficult for users. The FTC quotes an executive from Adobe, who likened the early termination fees to “heroin” for the company. This accusation reveals internal research from Adobe indicating the complexity of its ordering and cancellation processes, as well as user dissatisfaction with early termination fees.
In response, Adobe’s General Counsel and Chief Trust Officer, Danna Rao, expressed disappointment and argued that the FTC’s claims were misrepresentations, citing comments from non-executive staff members from several years ago. Rao noted that the individuals mentioned in the document were not part of the leadership team reporting to CEO Shantanu Narayen, thus the decision to charge for early terminations was not within their purview. Adobe maintains that its practices are legal and compliant, having updated its subscription process to allow users to cancel within 30 seconds.
In the official statement addressing the controversy, Adobe provided details on its refund policy. For annual plans paid monthly, a user who cancels within 14 days may be required to pay 50% of the remaining contract amount as a cancellation fee, with service continuing until the end of the billing cycle. For prepaid annual plans, there will be no refund if canceled after 14 days, with service continuing until the end of the contract term. For monthly plans without a one-year commitment, there will be no refund if canceled after 14 days, with service continuing until the end of the billing cycle.
The crux of the issue revolves around the definition of a “simple” cancellation process, with Adobe planning to challenge the FTC’s interpretation in court. This incident highlights potential disputes around service terms and user experience, as well as the public’s interest in the transparency of subscription service agreements.
【来源】https://www.ithome.com/0/784/327.htm
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