RE: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart

2009-09-15 Thread Jim Hayes 
And Robert has contacted me via email straight away, which is great!
I shall respond when I've had my supper, I hope (UK time here).
Many thanks Matt, so much appreciated.


-Original Message-
From: flexcoders@yahoogroups.com on behalf of Matt Chotin
Sent: Tue 9/15/2009 7:51 PM
To: flexcoders@yahoogroups.com
Subject: Re: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe)
falling apart
 
I've already forwarded the request along.

On Sep 15, 2009, at 11:47 AM, Nick Collins wrote:

> I'd probably try to contact Robert Christensen or Mike Chambers  
> about the AIR beta.
>
>
> On Tue, Sep 15, 2009 at 10:47 AM, Jim Hayes   
> wrote:
>
>
> Mmmm, just taken me 3/4 hour to get though after a wait of 2 weeks  
> odd for a reply on the "support portal" which asked me to ring.
> I've been told that "AIR is a free product" and outside their remit  
> to provide support on my issue.
> The perfectly nice guy was unable to give me any help on where to  
> take it from there, so I've just had to continue with the online  
> thing.
>
> Well, I do support myself and appreciate the difficulties even for a  
> small company, but just the same...
>
> In case any wonderful Flexcoders people have any experience of this  
> one, I'll fling it out here - any ideas gratefully received!
> (for what it's worth, I think it's most likely something to do with  
> me the SDK used for compilation (probably 3.2 but I'd need to  
> check), but could be very wrong there)
>
> On a related point - anyone know who to speak to getting to be an  
> AIR beta tester?
> I've requested it online specifically and each time I've done the  
> AIR reditribution agreement - never heard anything.
> In this particular case AIR was updated pretty well right on our  
> shipping date and I had no time to resolve it - I've I'd been  
> testing before the release I might have caught and fixed it first.
> We normally release a disk every month or so, so it's an ongoing  
> issue, however.
>
> --
>
> Friday, 7 August 2009 11:53:35 o'clock BST
> Following the recent update to AIR runtime 1.5.2 I'm experiencing  
> some issues with the built in app updater on windows platforms tha
> t I've not seen prior to this release.
> I'm using flash.desktop.Updater.Updater.update() directly on a  
> downloaded .air update package.
>
> on windows Vista and windows 7, the update runs , but suffers a GUI  
> freeze and eventually needs to be forcibly stopped via task mana
> ger.
> The new update is actually installed, but it seems that there is  
> some difficulty after that, I'm guessing with removing temp files c
> reated in that process.
> I've attached a copy of .airappinstall.log taken after force  
> quitting the update installer (Which had run for twenty minutes -  
> norma
> ly it would be complete in one or two)
>
> on WIndows XP, everything appears to be fine, but a temp file is  
> left in [installDirectory]\META-INF\AIR.
> This is also the case in vista/7, upon inspection this temp file  
> contains our publisherID.
> Unfortunately, if you uninstall the application then this temp file  
> gets left behind, meaning a subsequent install of the applicatio
> n is unable to install to the same directory unless you manually  
> delete this stray temp file.
>
> Unfortunately, when I create a very basic app to demonstrate the  
> problem everything seems to work fine - I only seem to be getting t
> his on our somewhat larger commercial products.
>
> Any ideas? Where do I go from here?
>
> Let me know if there is any more information I can provide that  
> would be helpful
>
> Many thanks,
> regards,
> Jim Hayes
>
>
>
> -Original Message-
> From: flexcoders@yahoogroups.com on behalf of hank williams
> Sent: Fri 9/11/2009 7:43 PM
> To: flexcoders@yahoogroups.com
> Subject: Re: [flexcoders] Re: Is Adobe Customer Support (or worse  
> yet adobe) falling apart
>
> I have to go out now and so cant leave the phone off hook. But 1hr  
> 15mins
> with no response. I am sure it would have been many more hours.
>
> On Fri, Sep 11, 2009 at 1:28 PM, hank williams   
> wrote:
>
> > Starting now. I dont have 3 hours again but lets see how far we  
> get...
> >
> >
> > On Fri, Sep 11, 2009 at 1:19 PM, turbo_vb  wrote:
> >
> >>
> >>
> >> US - 800-833-6687.
> >>
> >>
> >> -TH
> >>
> >> --- In flexcoders@yahoogroups.com ,  
> hank
> >> williams  wrote:
> >> >
> >> > By

Re: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart

2009-09-15 Thread Matt Chotin 
I've already forwarded the request along.

On Sep 15, 2009, at 11:47 AM, Nick Collins wrote:

> I'd probably try to contact Robert Christensen or Mike Chambers  
> about the AIR beta.
>
>
> On Tue, Sep 15, 2009 at 10:47 AM, Jim Hayes   
> wrote:
>
>
> Mmmm, just taken me 3/4 hour to get though after a wait of 2 weeks  
> odd for a reply on the "support portal" which asked me to ring.
> I've been told that "AIR is a free product" and outside their remit  
> to provide support on my issue.
> The perfectly nice guy was unable to give me any help on where to  
> take it from there, so I've just had to continue with the online  
> thing.
>
> Well, I do support myself and appreciate the difficulties even for a  
> small company, but just the same...
>
> In case any wonderful Flexcoders people have any experience of this  
> one, I'll fling it out here - any ideas gratefully received!
> (for what it's worth, I think it's most likely something to do with  
> me the SDK used for compilation (probably 3.2 but I'd need to  
> check), but could be very wrong there)
>
> On a related point - anyone know who to speak to getting to be an  
> AIR beta tester?
> I've requested it online specifically and each time I've done the  
> AIR reditribution agreement - never heard anything.
> In this particular case AIR was updated pretty well right on our  
> shipping date and I had no time to resolve it - I've I'd been  
> testing before the release I might have caught and fixed it first.
> We normally release a disk every month or so, so it's an ongoing  
> issue, however.
>
> --
>
> Friday, 7 August 2009 11:53:35 o'clock BST
> Following the recent update to AIR runtime 1.5.2 I'm experiencing  
> some issues with the built in app updater on windows platforms tha
> t I've not seen prior to this release.
> I'm using flash.desktop.Updater.Updater.update() directly on a  
> downloaded .air update package.
>
> on windows Vista and windows 7, the update runs , but suffers a GUI  
> freeze and eventually needs to be forcibly stopped via task mana
> ger.
> The new update is actually installed, but it seems that there is  
> some difficulty after that, I'm guessing with removing temp files c
> reated in that process.
> I've attached a copy of .airappinstall.log taken after force  
> quitting the update installer (Which had run for twenty minutes -  
> norma
> ly it would be complete in one or two)
>
> on WIndows XP, everything appears to be fine, but a temp file is  
> left in [installDirectory]\META-INF\AIR.
> This is also the case in vista/7, upon inspection this temp file  
> contains our publisherID.
> Unfortunately, if you uninstall the application then this temp file  
> gets left behind, meaning a subsequent install of the applicatio
> n is unable to install to the same directory unless you manually  
> delete this stray temp file.
>
> Unfortunately, when I create a very basic app to demonstrate the  
> problem everything seems to work fine - I only seem to be getting t
> his on our somewhat larger commercial products.
>
> Any ideas? Where do I go from here?
>
> Let me know if there is any more information I can provide that  
> would be helpful
>
> Many thanks,
> regards,
> Jim Hayes
>
>
>
> -Original Message-
> From: flexcoders@yahoogroups.com on behalf of hank williams
> Sent: Fri 9/11/2009 7:43 PM
> To: flexcoders@yahoogroups.com
> Subject: Re: [flexcoders] Re: Is Adobe Customer Support (or worse  
> yet adobe) falling apart
>
> I have to go out now and so cant leave the phone off hook. But 1hr  
> 15mins
> with no response. I am sure it would have been many more hours.
>
> On Fri, Sep 11, 2009 at 1:28 PM, hank williams   
> wrote:
>
> > Starting now. I dont have 3 hours again but lets see how far we  
> get...
> >
> >
> > On Fri, Sep 11, 2009 at 1:19 PM, turbo_vb  wrote:
> >
> >>
> >>
> >> US - 800-833-6687.
> >>
> >>
> >> -TH
> >>
> >> --- In flexcoders@yahoogroups.com ,  
> hank
> >> williams  wrote:
> >> >
> >> > By the way, adobe admits there is a problem, so if you got that  
> kind of
> >> > response, I promise it is not normal.
> >> >
> >> > see: http://www.adobe.com/support/open_letter_to_adobe_customers/
> >> >
> >> > On Fri, Sep 11, 2009 at 1:09 PM, hank williams   
> wrote:
> >> >
> >> > > what country are you in... and if US, what

Re: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart

2009-09-15 Thread Nick Collins 
I'd probably try to contact Robert Christensen or Mike Chambers about the
AIR beta.

On Tue, Sep 15, 2009 at 10:47 AM, Jim Hayes  wrote:

>
>
>
> Mmmm, just taken me 3/4 hour to get though after a wait of 2 weeks odd for
> a reply on the "support portal" which asked me to ring.
> I've been told that "AIR is a free product" and outside their remit to
> provide support on my issue.
> The perfectly nice guy was unable to give me any help on where to take it
> from there, so I've just had to continue with the online thing.
>
> Well, I do support myself and appreciate the difficulties even for a small
> company, but just the same...
>
> In case any wonderful Flexcoders people have any experience of this one,
> I'll fling it out here - any ideas gratefully received!
> (for what it's worth, I think it's most likely something to do with me the
> SDK used for compilation (probably 3.2 but I'd need to check), but could be
> very wrong there)
>
> On a related point - anyone know who to speak to getting to be an AIR beta
> tester?
> I've requested it online specifically and each time I've done the AIR
> reditribution agreement - never heard anything.
> In this particular case AIR was updated pretty well right on our shipping
> date and I had no time to resolve it - I've I'd been testing before the
> release I might have caught and fixed it first.
> We normally release a disk every month or so, so it's an ongoing issue,
> however.
>
> --
>
> Friday, 7 August 2009 11:53:35 o'clock BST
> Following the recent update to AIR runtime 1.5.2 I'm experiencing some
> issues with the built in app updater on windows platforms tha
> t I've not seen prior to this release.
> I'm using flash.desktop.Updater.Updater.update() directly on a downloaded
> .air update package.
>
> on windows Vista and windows 7, the update runs , but suffers a GUI freeze
> and eventually needs to be forcibly stopped via task mana
> ger.
> The new update is actually installed, but it seems that there is some
> difficulty after that, I'm guessing with removing temp files c
> reated in that process.
> I've attached a copy of .airappinstall.log taken after force quitting the
> update installer (Which had run for twenty minutes - norma
> ly it would be complete in one or two)
>
> on WIndows XP, everything appears to be fine, but a temp file is left in
> [installDirectory]\META-INF\AIR.
> This is also the case in vista/7, upon inspection this temp file contains
> our publisherID.
> Unfortunately, if you uninstall the application then this temp file gets
> left behind, meaning a subsequent install of the applicatio
> n is unable to install to the same directory unless you manually delete
> this stray temp file.
>
> Unfortunately, when I create a very basic app to demonstrate the problem
> everything seems to work fine - I only seem to be getting t
> his on our somewhat larger commercial products.
>
> Any ideas? Where do I go from here?
>
> Let me know if there is any more information I can provide that would be
> helpful
>
> Many thanks,
> regards,
> Jim Hayes
>
>
> -Original Message-
> From: flexcoders@yahoogroups.com  on behalf
> of hank williams
> Sent: Fri 9/11/2009 7:43 PM
> To: flexcoders@yahoogroups.com 
> Subject: Re: [flexcoders] Re: Is Adobe Customer Support (or worse yet
> adobe) falling apart
>
> I have to go out now and so cant leave the phone off hook. But 1hr 15mins
> with no response. I am sure it would have been many more hours.
>
> On Fri, Sep 11, 2009 at 1:28 PM, hank williams 
> >
> wrote:
>
> > Starting now. I dont have 3 hours again but lets see how far we get...
> >
> >
> > On Fri, Sep 11, 2009 at 1:19 PM, turbo_vb 
> > >
> wrote:
> >
> >>
> >>
> >> US - 800-833-6687.
> >>
> >>
> >> -TH
> >>
> >> --- In flexcoders@yahoogroups.com 
> >>  40yahoogroups.com>, hank
> >> williams  wrote:
> >> >
> >> > By the way, adobe admits there is a problem, so if you got that kind
> of
> >> > response, I promise it is not normal.
> >> >
> >> > see: http://www.adobe.com/support/open_letter_to_adobe_customers/
> >> >
> >> > On Fri, Sep 11, 2009 at 1:09 PM, hank williams  wrote:
> >> >
> >> > > what country are you in... and if US, what number did you dial?
> >> > >
> >> > >
> >> > > On Fri, Sep 11, 2009 at 1:06 PM, turbo_vb  wrote:
> >

RE: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart

2009-09-15 Thread Jim Hayes 

Mmmm, just taken me 3/4 hour to get though after a wait of 2 weeks odd for a 
reply on the "support portal" which asked me to ring.
I've been told that "AIR is a free product" and outside their remit to provide 
support on my issue.
The perfectly nice guy was unable to give me any help on where to take it from 
there, so I've just had to continue with the online thing.

Well, I do support myself and appreciate the difficulties even for a small 
company, but just the same...

In case any wonderful Flexcoders people have any experience of this one, I'll 
fling it out here - any ideas gratefully received!
(for what it's worth, I think it's most likely something to do with me the SDK 
used for compilation (probably 3.2 but I'd need to check), but could be very 
wrong there)

On a related point - anyone know who to speak to  getting to be an AIR beta 
tester?
I've requested it online specifically and each time I've done the AIR 
reditribution agreement - never heard anything.
In this particular case AIR was updated pretty well right on our shipping date 
and I had no time to resolve it - I've I'd been testing before the release I 
might have caught and fixed it first.
We normally release a disk every month or so, so it's an ongoing issue, however.



Friday, 7 August 2009 11:53:35 o'clock BST
Following the recent update to AIR runtime 1.5.2 I'm experiencing some issues 
with the built in app updater on windows platforms tha
t I've not seen prior to this release.
I'm using flash.desktop.Updater.Updater.update() directly on a downloaded .air 
update package.

on windows Vista and windows 7, the update runs , but suffers a GUI freeze and 
eventually needs to be forcibly stopped via task mana
ger.
The new update is actually installed, but it seems that there is some 
difficulty after that, I'm guessing with removing temp files c
reated in that process.
I've attached a copy of .airappinstall.log taken after force quitting the 
update installer (Which had run for twenty minutes - norma
ly it would be complete in one or two)

on WIndows XP, everything appears to be fine, but a temp file is left in 
[installDirectory]\META-INF\AIR.
This is also the case in vista/7, upon inspection this temp file contains our 
publisherID.
Unfortunately, if you uninstall the application then this temp file gets left 
behind, meaning a subsequent install of the applicatio
n is unable to install to the same directory unless you manually delete this 
stray temp file.

Unfortunately, when I create a very basic app to demonstrate the problem 
everything seems to work fine - I only seem to be getting t
his on our somewhat larger commercial products.

Any ideas? Where do I go from here?

Let me know if there is any more information I can provide that would be helpful

Many thanks,
regards,
Jim Hayes

-Original Message-
From: flexcoders@yahoogroups.com on behalf of hank williams
Sent: Fri 9/11/2009 7:43 PM
To: flexcoders@yahoogroups.com
Subject: Re: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) 
falling apart
 
I have to go out now and so cant leave the phone off hook. But 1hr 15mins
with no response. I am sure it would have been many more hours.

On Fri, Sep 11, 2009 at 1:28 PM, hank williams  wrote:

> Starting now. I dont have 3 hours again but lets see how far we get...
>
>
> On Fri, Sep 11, 2009 at 1:19 PM, turbo_vb  wrote:
>
>>
>>
>> US - 800-833-6687.
>>
>>
>> -TH
>>
>> --- In flexcoders@yahoogroups.com , hank
>> williams  wrote:
>> >
>> > By the way, adobe admits there is a problem, so if you got that kind of
>> > response, I promise it is not normal.
>> >
>> > see: http://www.adobe.com/support/open_letter_to_adobe_customers/
>> >
>> > On Fri, Sep 11, 2009 at 1:09 PM, hank williams  wrote:
>> >
>> > > what country are you in... and if US, what number did you dial?
>> > >
>> > >
>> > > On Fri, Sep 11, 2009 at 1:06 PM, turbo_vb  wrote:
>> > >
>> > >>
>> > >>
>> > >> Sounds like you're not having very good luck Hank. As an interesting
>> > >> coincidence, I had to contact Adobe customer service today to resolve
>> an
>> > >> issue. I just switched from PC to Mac and at the same time upgraded
>> from CS3
>> > >> to CS4. My issue was that the upgrade wouldn't recognize my previous
>> > >> product's serial number, because it was on a different platform. I
>> went to
>> > >> the Adobe site, clicked the support button, selected my country and
>> called
>> > >> t

Re: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart

2009-09-11 Thread Matt Chotin 
Hi Hank,

Please mail adbec...@adobe.com and let them know what's been going  
on.  As you pointed out, we're having some transition issues, but this  
hold time is unacceptable as far as I'm concerned.

Matt

On Sep 11, 2009, at 11:43 AM, hank williams wrote:

> I have to go out now and so cant leave the phone off hook. But 1hr  
> 15mins with no response. I am sure it would have been many more hours.
>
>
> On Fri, Sep 11, 2009 at 1:28 PM, hank williams   
> wrote:
> Starting now. I dont have 3 hours again but lets see how far we get...
>
>
> On Fri, Sep 11, 2009 at 1:19 PM, turbo_vb  wrote:
>
> US - 800-833-6687.
>
>
>
> -TH
>
> --- In flexcoders@yahoogroups.com, hank williams  wrote:
> >
> > By the way, adobe admits there is a problem, so if you got that  
> kind of
> > response, I promise it is not normal.
> >
> > see: http://www.adobe.com/support/open_letter_to_adobe_customers/
> >
> > On Fri, Sep 11, 2009 at 1:09 PM, hank williams  wrote:
> >
> > > what country are you in... and if US, what number did you dial?
> > >
> > >
> > > On Fri, Sep 11, 2009 at 1:06 PM, turbo_vb  wrote:
> > >
> > >>
> > >>
> > >> Sounds like you're not having very good luck Hank. As an  
> interesting
> > >> coincidence, I had to contact Adobe customer service today to  
> resolve an
> > >> issue. I just switched from PC to Mac and at the same time  
> upgraded from CS3
> > >> to CS4. My issue was that the upgrade wouldn't recognize my  
> previous
> > >> product's serial number, because it was on a different  
> platform. I went to
> > >> the Adobe site, clicked the support button, selected my country  
> and called
> > >> the 800 number. They answered after 5 minutes. Pretty good  
> compared to 3
> > >> hours. The initial rep took my info and had to transfer me to  
> another rep to
> > >> resolve my issue. The second time on hold took 7 minutes. The  
> second rep was
> > >> able to assist me ad resolve my issue. The entire call took 22  
> minutes;
> > >> which for something like this is completely reasonable. Sorry  
> that you
> > >> didn't have the same experience. But, for me, I couldn't expect  
> any better
> > >> customer service.
> > >>
> > >> -TH
> > >>
> > >>
> > >> --- In flexcoders@yahoogroups.com  %40yahoogroups.com>, hank
>
> > >> williams  wrote:
> > >> >
> > >> > Lets conduct an experiment. What number are you calling  
> (we've called 3
> > >> > times so far).
> > >> >
> > >> > On Fri, Sep 11, 2009 at 12:00 PM, Paul Andrews  wrote:
> > >> >
> > >> > >
> > >> > >
> > >> > > hank williams wrote:
> > >> > > >
> > >> > > > I wrote a blog post about this today
> > >> > > > (
> > >> http://whydoeseverythingsuck.com/2009/09/is-adobe-falling-apart.html 
> )
> > >> > > >
> > >> > > > but to summarize, it appears that adobe customer service is
> > >> > > > essentially totally unavailable. I tried several times to  
> reach them
> > >> > > > for an urgent issue, and the last time waited on hold for  
> 3 hours
> > >> > > > (after which point my cordless phone ran out of steam)  
> with no
> > >> answer,
> > >> > > > just hold music.
> > >> > > >
> > >> > > > THREE HOURS
> > >> > > >
> > >> > > > They also dont respond to their support email address.
> > >> > > >
> > >> > > > This can't mean good things are happening at adobe.  
> Anyone have any
> > >> > > > insight?
> > >> > > I can't say, but to stay on hold for three hours? It's ten  
> minutes max
> > >> > > for me, then try again.
> > >> > > >
> > >> > > > Hank
> > >> > > > --
> > >> > > > blog: whydoeseverythingsuck.com  >
> > >> > >
> > >> > >
> > >> >
> > >> >
> > >> >
> > >> > --
> > >> > blog: whydoeseverythingsuck.com
> > >> >
> > >>
> > >>
> > >>
> > >
> > >
> > >
> > > --
>
> > > blog: whydoeseverythingsuck.com
> > >
> >
> >
> >
> > --
> > blog: whydoeseverythingsuck.com
> >
>
>
>
>
> -- 
> blog: whydoeseverythingsuck.com
>
>
>
> -- 
> blog: whydoeseverythingsuck.com
>
> 





--
Flexcoders Mailing List
FAQ: http://groups.yahoo.com/group/flexcoders/files/flexcodersFAQ.txt
Alternative FAQ location: 
https://share.acrobat.com/adc/document.do?docid=942dbdc8-e469-446f-b4cf-1e62079f6847
Search Archives: http://www.mail-archive.com/flexcoders%40yahoogroups.comYahoo! 
Groups Links

<*> To visit your group on the web, go to:
http://groups.yahoo.com/group/flexcoders/

<*> Your email settings:
Individual Email | Traditional

<*> To change settings online go to:
http://groups.yahoo.com/group/flexcoders/join
(Yahoo! ID required)

<*> To change settings via email:
mailto:flexcoders-dig...@yahoogroups.com 
mailto:flexcoders-fullfeatu...@yahoogroups.com

<*> To unsubscribe from this group, send an email to:
flexcoders-unsubscr...@yahoogroups.com

<*> Your use of Yahoo! Groups is subject to:
http://docs.yahoo.com/info/terms/

Re: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart

2009-09-11 Thread hank williams 
I have to go out now and so cant leave the phone off hook. But 1hr 15mins
with no response. I am sure it would have been many more hours.

On Fri, Sep 11, 2009 at 1:28 PM, hank williams  wrote:

> Starting now. I dont have 3 hours again but lets see how far we get...
>
>
> On Fri, Sep 11, 2009 at 1:19 PM, turbo_vb  wrote:
>
>>
>>
>> US - 800-833-6687.
>>
>>
>> -TH
>>
>> --- In flexcoders@yahoogroups.com , hank
>> williams  wrote:
>> >
>> > By the way, adobe admits there is a problem, so if you got that kind of
>> > response, I promise it is not normal.
>> >
>> > see: http://www.adobe.com/support/open_letter_to_adobe_customers/
>> >
>> > On Fri, Sep 11, 2009 at 1:09 PM, hank williams  wrote:
>> >
>> > > what country are you in... and if US, what number did you dial?
>> > >
>> > >
>> > > On Fri, Sep 11, 2009 at 1:06 PM, turbo_vb  wrote:
>> > >
>> > >>
>> > >>
>> > >> Sounds like you're not having very good luck Hank. As an interesting
>> > >> coincidence, I had to contact Adobe customer service today to resolve
>> an
>> > >> issue. I just switched from PC to Mac and at the same time upgraded
>> from CS3
>> > >> to CS4. My issue was that the upgrade wouldn't recognize my previous
>> > >> product's serial number, because it was on a different platform. I
>> went to
>> > >> the Adobe site, clicked the support button, selected my country and
>> called
>> > >> the 800 number. They answered after 5 minutes. Pretty good compared
>> to 3
>> > >> hours. The initial rep took my info and had to transfer me to another
>> rep to
>> > >> resolve my issue. The second time on hold took 7 minutes. The second
>> rep was
>> > >> able to assist me ad resolve my issue. The entire call took 22
>> minutes;
>> > >> which for something like this is completely reasonable. Sorry that
>> you
>> > >> didn't have the same experience. But, for me, I couldn't expect any
>> better
>> > >> customer service.
>> > >>
>> > >> -TH
>> > >>
>> > >>
>> > >> --- In flexcoders@yahoogroups.com 
>> > >> > 40yahoogroups.com>, hank
>> > >> williams  wrote:
>> > >> >
>> > >> > Lets conduct an experiment. What number are you calling (we've
>> called 3
>> > >> > times so far).
>> > >> >
>> > >> > On Fri, Sep 11, 2009 at 12:00 PM, Paul Andrews  wrote:
>> > >> >
>> > >> > >
>> > >> > >
>> > >> > > hank williams wrote:
>> > >> > > >
>> > >> > > > I wrote a blog post about this today
>> > >> > > > (
>> > >> http://whydoeseverythingsuck.com/2009/09/is-adobe-falling-apart.html
>> )
>> > >> > > >
>> > >> > > > but to summarize, it appears that adobe customer service is
>> > >> > > > essentially totally unavailable. I tried several times to reach
>> them
>> > >> > > > for an urgent issue, and the last time waited on hold for 3
>> hours
>> > >> > > > (after which point my cordless phone ran out of steam) with no
>> > >> answer,
>> > >> > > > just hold music.
>> > >> > > >
>> > >> > > > THREE HOURS
>> > >> > > >
>> > >> > > > They also dont respond to their support email address.
>> > >> > > >
>> > >> > > > This can't mean good things are happening at adobe. Anyone have
>> any
>> > >> > > > insight?
>> > >> > > I can't say, but to stay on hold for three hours? It's ten
>> minutes max
>> > >> > > for me, then try again.
>> > >> > > >
>> > >> > > > Hank
>> > >> > > > --
>> > >> > > > blog: whydoeseverythingsuck.com <
>> http://whydoeseverythingsuck.com>
>> > >> > >
>> > >> > >
>> > >> >
>> > >> >
>> > >> >
>> > >> > --
>> > >> > blog: whydoeseverythingsuck.com
>> > >> >
>> > >>
>> > >>
>> > >>
>> > >
>> > >
>> > >
>> > > --
>> > > blog: whydoeseverythingsuck.com
>> > >
>> >
>> >
>> >
>> > --
>> > blog: whydoeseverythingsuck.com
>> >
>>
>>  
>>
>
>
>
> --
> blog: whydoeseverythingsuck.com
>



-- 
blog: whydoeseverythingsuck.com

Re: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart

2009-09-11 Thread hank williams 
Whether or not you answer the phone cant be issue dependent. And we are
talking about customer service issues not support issues. Customer service
(issues like installation serial numbers and such) should be swift. After
all its like taking someone's money and then not delivering the product. Its
almost like stealing. The product is not usable without the issue being
resolved.

On Fri, Sep 11, 2009 at 1:46 PM, Magnus Lassi wrote:

>
>
> It may depend on the issue you have. You may be more successful if you
> reach out to the user group manager of an Adobe group of the area you have a
> problem with and see if they can get a point of contact at Adobe.
>
> I've had nothing but great experience dealing with customer support but all
> my issues have so far been more complex that requires SDK changes or
> similar.
>
>
> On Fri, Sep 11, 2009 at 12:28 PM, hank williams  wrote:
>
>>
>>
>> Starting now. I dont have 3 hours again but lets see how far we get...
>>
>>
>> On Fri, Sep 11, 2009 at 1:19 PM, turbo_vb  wrote:
>>
>>>
>>>
>>> US - 800-833-6687.
>>>
>>>
>>> -TH
>>>
>>> --- In flexcoders@yahoogroups.com , hank
>>> williams  wrote:
>>> >
>>> > By the way, adobe admits there is a problem, so if you got that kind of
>>> > response, I promise it is not normal.
>>> >
>>> > see: http://www.adobe.com/support/open_letter_to_adobe_customers/
>>> >
>>> > On Fri, Sep 11, 2009 at 1:09 PM, hank williams  wrote:
>>> >
>>> > > what country are you in... and if US, what number did you dial?
>>> > >
>>> > >
>>> > > On Fri, Sep 11, 2009 at 1:06 PM, turbo_vb  wrote:
>>> > >
>>> > >>
>>> > >>
>>> > >> Sounds like you're not having very good luck Hank. As an interesting
>>> > >> coincidence, I had to contact Adobe customer service today to
>>> resolve an
>>> > >> issue. I just switched from PC to Mac and at the same time upgraded
>>> from CS3
>>> > >> to CS4. My issue was that the upgrade wouldn't recognize my previous
>>> > >> product's serial number, because it was on a different platform. I
>>> went to
>>> > >> the Adobe site, clicked the support button, selected my country and
>>> called
>>> > >> the 800 number. They answered after 5 minutes. Pretty good compared
>>> to 3
>>> > >> hours. The initial rep took my info and had to transfer me to
>>> another rep to
>>> > >> resolve my issue. The second time on hold took 7 minutes. The second
>>> rep was
>>> > >> able to assist me ad resolve my issue. The entire call took 22
>>> minutes;
>>> > >> which for something like this is completely reasonable. Sorry that
>>> you
>>> > >> didn't have the same experience. But, for me, I couldn't expect any
>>> better
>>> > >> customer service.
>>> > >>
>>> > >> -TH
>>> > >>
>>> > >>
>>> > >> --- In flexcoders@yahoogroups.com 
>>> > >> >> 40yahoogroups.com>, hank
>>> > >> williams  wrote:
>>> > >> >
>>> > >> > Lets conduct an experiment. What number are you calling (we've
>>> called 3
>>> > >> > times so far).
>>> > >> >
>>> > >> > On Fri, Sep 11, 2009 at 12:00 PM, Paul Andrews  wrote:
>>> > >> >
>>> > >> > >
>>> > >> > >
>>> > >> > > hank williams wrote:
>>> > >> > > >
>>> > >> > > > I wrote a blog post about this today
>>> > >> > > > (
>>> > >>
>>> http://whydoeseverythingsuck.com/2009/09/is-adobe-falling-apart.html)
>>> > >> > > >
>>> > >> > > > but to summarize, it appears that adobe customer service is
>>> > >> > > > essentially totally unavailable. I tried several times to
>>> reach them
>>> > >> > > > for an urgent issue, and the last time waited on hold for 3
>>> hours
>>> > >> > > > (after which point my cordless phone ran out of steam) with no
>>> > >> answer,
>>> > >> > > > just hold music.
>>> > >> > > >
>>> > >> > > > THREE HOURS
>>> > >> > > >
>>> > >> > > > They also dont respond to their support email address.
>>> > >> > > >
>>> > >> > > > This can't mean good things are happening at adobe. Anyone
>>> have any
>>> > >> > > > insight?
>>> > >> > > I can't say, but to stay on hold for three hours? It's ten
>>> minutes max
>>> > >> > > for me, then try again.
>>> > >> > > >
>>> > >> > > > Hank
>>> > >> > > > --
>>> > >> > > > blog: whydoeseverythingsuck.com <
>>> http://whydoeseverythingsuck.com>
>>> > >> > >
>>> > >> > >
>>> > >> >
>>> > >> >
>>> > >> >
>>> > >> > --
>>> > >> > blog: whydoeseverythingsuck.com
>>> > >> >
>>> > >>
>>> > >>
>>> > >>
>>> > >
>>> > >
>>> > >
>>> > > --
>>> > > blog: whydoeseverythingsuck.com
>>> > >
>>> >
>>> >
>>> >
>>> > --
>>> > blog: whydoeseverythingsuck.com
>>> >
>>>
>>>
>>
>>
>> --
>> blog: whydoeseverythingsuck.com
>>
>
>  
>



-- 
blog: whydoeseverythingsuck.com

Re: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart

2009-09-11 Thread Magnus Lassi 
It may depend on the issue you have. You may be more successful if you reach
out to the user group manager of an Adobe group of the area you have a
problem with and see if they can get a point of contact at Adobe.

I've had nothing but great experience dealing with customer support but all
my issues have so far been more complex that requires SDK changes or
similar.

On Fri, Sep 11, 2009 at 12:28 PM, hank williams  wrote:

>
>
> Starting now. I dont have 3 hours again but lets see how far we get...
>
>
> On Fri, Sep 11, 2009 at 1:19 PM, turbo_vb  wrote:
>
>>
>>
>> US - 800-833-6687.
>>
>>
>> -TH
>>
>> --- In flexcoders@yahoogroups.com , hank
>> williams  wrote:
>> >
>> > By the way, adobe admits there is a problem, so if you got that kind of
>> > response, I promise it is not normal.
>> >
>> > see: http://www.adobe.com/support/open_letter_to_adobe_customers/
>> >
>> > On Fri, Sep 11, 2009 at 1:09 PM, hank williams  wrote:
>> >
>> > > what country are you in... and if US, what number did you dial?
>> > >
>> > >
>> > > On Fri, Sep 11, 2009 at 1:06 PM, turbo_vb  wrote:
>> > >
>> > >>
>> > >>
>> > >> Sounds like you're not having very good luck Hank. As an interesting
>> > >> coincidence, I had to contact Adobe customer service today to resolve
>> an
>> > >> issue. I just switched from PC to Mac and at the same time upgraded
>> from CS3
>> > >> to CS4. My issue was that the upgrade wouldn't recognize my previous
>> > >> product's serial number, because it was on a different platform. I
>> went to
>> > >> the Adobe site, clicked the support button, selected my country and
>> called
>> > >> the 800 number. They answered after 5 minutes. Pretty good compared
>> to 3
>> > >> hours. The initial rep took my info and had to transfer me to another
>> rep to
>> > >> resolve my issue. The second time on hold took 7 minutes. The second
>> rep was
>> > >> able to assist me ad resolve my issue. The entire call took 22
>> minutes;
>> > >> which for something like this is completely reasonable. Sorry that
>> you
>> > >> didn't have the same experience. But, for me, I couldn't expect any
>> better
>> > >> customer service.
>> > >>
>> > >> -TH
>> > >>
>> > >>
>> > >> --- In flexcoders@yahoogroups.com 
>> > >> > 40yahoogroups.com>, hank
>> > >> williams  wrote:
>> > >> >
>> > >> > Lets conduct an experiment. What number are you calling (we've
>> called 3
>> > >> > times so far).
>> > >> >
>> > >> > On Fri, Sep 11, 2009 at 12:00 PM, Paul Andrews  wrote:
>> > >> >
>> > >> > >
>> > >> > >
>> > >> > > hank williams wrote:
>> > >> > > >
>> > >> > > > I wrote a blog post about this today
>> > >> > > > (
>> > >> http://whydoeseverythingsuck.com/2009/09/is-adobe-falling-apart.html
>> )
>> > >> > > >
>> > >> > > > but to summarize, it appears that adobe customer service is
>> > >> > > > essentially totally unavailable. I tried several times to reach
>> them
>> > >> > > > for an urgent issue, and the last time waited on hold for 3
>> hours
>> > >> > > > (after which point my cordless phone ran out of steam) with no
>> > >> answer,
>> > >> > > > just hold music.
>> > >> > > >
>> > >> > > > THREE HOURS
>> > >> > > >
>> > >> > > > They also dont respond to their support email address.
>> > >> > > >
>> > >> > > > This can't mean good things are happening at adobe. Anyone have
>> any
>> > >> > > > insight?
>> > >> > > I can't say, but to stay on hold for three hours? It's ten
>> minutes max
>> > >> > > for me, then try again.
>> > >> > > >
>> > >> > > > Hank
>> > >> > > > --
>> > >> > > > blog: whydoeseverythingsuck.com <
>> http://whydoeseverythingsuck.com>
>> > >> > >
>> > >> > >
>> > >> >
>> > >> >
>> > >> >
>> > >> > --
>> > >> > blog: whydoeseverythingsuck.com
>> > >> >
>> > >>
>> > >>
>> > >>
>> > >
>> > >
>> > >
>> > > --
>> > > blog: whydoeseverythingsuck.com
>> > >
>> >
>> >
>> >
>> > --
>> > blog: whydoeseverythingsuck.com
>> >
>>
>>
>
>
> --
> blog: whydoeseverythingsuck.com
>  
>

Re: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart

2009-09-11 Thread hank williams 
Starting now. I dont have 3 hours again but lets see how far we get...

On Fri, Sep 11, 2009 at 1:19 PM, turbo_vb  wrote:

>
>
> US - 800-833-6687.
>
>
> -TH
>
> --- In flexcoders@yahoogroups.com , hank
> williams  wrote:
> >
> > By the way, adobe admits there is a problem, so if you got that kind of
> > response, I promise it is not normal.
> >
> > see: http://www.adobe.com/support/open_letter_to_adobe_customers/
> >
> > On Fri, Sep 11, 2009 at 1:09 PM, hank williams  wrote:
> >
> > > what country are you in... and if US, what number did you dial?
> > >
> > >
> > > On Fri, Sep 11, 2009 at 1:06 PM, turbo_vb  wrote:
> > >
> > >>
> > >>
> > >> Sounds like you're not having very good luck Hank. As an interesting
> > >> coincidence, I had to contact Adobe customer service today to resolve
> an
> > >> issue. I just switched from PC to Mac and at the same time upgraded
> from CS3
> > >> to CS4. My issue was that the upgrade wouldn't recognize my previous
> > >> product's serial number, because it was on a different platform. I
> went to
> > >> the Adobe site, clicked the support button, selected my country and
> called
> > >> the 800 number. They answered after 5 minutes. Pretty good compared to
> 3
> > >> hours. The initial rep took my info and had to transfer me to another
> rep to
> > >> resolve my issue. The second time on hold took 7 minutes. The second
> rep was
> > >> able to assist me ad resolve my issue. The entire call took 22
> minutes;
> > >> which for something like this is completely reasonable. Sorry that you
> > >> didn't have the same experience. But, for me, I couldn't expect any
> better
> > >> customer service.
> > >>
> > >> -TH
> > >>
> > >>
> > >> --- In flexcoders@yahoogroups.com 
> > >>  40yahoogroups.com>, hank
> > >> williams  wrote:
> > >> >
> > >> > Lets conduct an experiment. What number are you calling (we've
> called 3
> > >> > times so far).
> > >> >
> > >> > On Fri, Sep 11, 2009 at 12:00 PM, Paul Andrews  wrote:
> > >> >
> > >> > >
> > >> > >
> > >> > > hank williams wrote:
> > >> > > >
> > >> > > > I wrote a blog post about this today
> > >> > > > (
> > >> http://whydoeseverythingsuck.com/2009/09/is-adobe-falling-apart.html)
> > >> > > >
> > >> > > > but to summarize, it appears that adobe customer service is
> > >> > > > essentially totally unavailable. I tried several times to reach
> them
> > >> > > > for an urgent issue, and the last time waited on hold for 3
> hours
> > >> > > > (after which point my cordless phone ran out of steam) with no
> > >> answer,
> > >> > > > just hold music.
> > >> > > >
> > >> > > > THREE HOURS
> > >> > > >
> > >> > > > They also dont respond to their support email address.
> > >> > > >
> > >> > > > This can't mean good things are happening at adobe. Anyone have
> any
> > >> > > > insight?
> > >> > > I can't say, but to stay on hold for three hours? It's ten minutes
> max
> > >> > > for me, then try again.
> > >> > > >
> > >> > > > Hank
> > >> > > > --
> > >> > > > blog: whydoeseverythingsuck.com <
> http://whydoeseverythingsuck.com>
> > >> > >
> > >> > >
> > >> >
> > >> >
> > >> >
> > >> > --
> > >> > blog: whydoeseverythingsuck.com
> > >> >
> > >>
> > >>
> > >>
> > >
> > >
> > >
> > > --
> > > blog: whydoeseverythingsuck.com
> > >
> >
> >
> >
> > --
> > blog: whydoeseverythingsuck.com
> >
>
>  
>



-- 
blog: whydoeseverythingsuck.com

[flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart

2009-09-11 Thread turbo_vb 
US - 800-833-6687.

-TH

--- In flexcoders@yahoogroups.com, hank williams  wrote:
>
> By the way, adobe admits there is a problem, so if you got that kind of
> response, I promise it is not normal.
> 
> see: http://www.adobe.com/support/open_letter_to_adobe_customers/
> 
> On Fri, Sep 11, 2009 at 1:09 PM, hank williams  wrote:
> 
> > what country are you in... and if US, what number did you dial?
> >
> >
> > On Fri, Sep 11, 2009 at 1:06 PM, turbo_vb  wrote:
> >
> >>
> >>
> >> Sounds like you're not having very good luck Hank. As an interesting
> >> coincidence, I had to contact Adobe customer service today to resolve an
> >> issue. I just switched from PC to Mac and at the same time upgraded from 
> >> CS3
> >> to CS4. My issue was that the upgrade wouldn't recognize my previous
> >> product's serial number, because it was on a different platform. I went to
> >> the Adobe site, clicked the support button, selected my country and called
> >> the 800 number. They answered after 5 minutes. Pretty good compared to 3
> >> hours. The initial rep took my info and had to transfer me to another rep 
> >> to
> >> resolve my issue. The second time on hold took 7 minutes. The second rep 
> >> was
> >> able to assist me ad resolve my issue. The entire call took 22 minutes;
> >> which for something like this is completely reasonable. Sorry that you
> >> didn't have the same experience. But, for me, I couldn't expect any better
> >> customer service.
> >>
> >> -TH
> >>
> >>
> >> --- In flexcoders@yahoogroups.com , hank
> >> williams  wrote:
> >> >
> >> > Lets conduct an experiment. What number are you calling (we've called 3
> >> > times so far).
> >> >
> >> > On Fri, Sep 11, 2009 at 12:00 PM, Paul Andrews  wrote:
> >> >
> >> > >
> >> > >
> >> > > hank williams wrote:
> >> > > >
> >> > > > I wrote a blog post about this today
> >> > > > (
> >> http://whydoeseverythingsuck.com/2009/09/is-adobe-falling-apart.html)
> >> > > >
> >> > > > but to summarize, it appears that adobe customer service is
> >> > > > essentially totally unavailable. I tried several times to reach them
> >> > > > for an urgent issue, and the last time waited on hold for 3 hours
> >> > > > (after which point my cordless phone ran out of steam) with no
> >> answer,
> >> > > > just hold music.
> >> > > >
> >> > > > THREE HOURS
> >> > > >
> >> > > > They also dont respond to their support email address.
> >> > > >
> >> > > > This can't mean good things are happening at adobe. Anyone have any
> >> > > > insight?
> >> > > I can't say, but to stay on hold for three hours? It's ten minutes max
> >> > > for me, then try again.
> >> > > >
> >> > > > Hank
> >> > > > --
> >> > > > blog: whydoeseverythingsuck.com 
> >> > >
> >> > >
> >> >
> >> >
> >> >
> >> > --
> >> > blog: whydoeseverythingsuck.com
> >> >
> >>
> >>  
> >>
> >
> >
> >
> > --
> > blog: whydoeseverythingsuck.com
> >
> 
> 
> 
> -- 
> blog: whydoeseverythingsuck.com
>

Re: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart

2009-09-11 Thread hank williams 
By the way, adobe admits there is a problem, so if you got that kind of
response, I promise it is not normal.

see: http://www.adobe.com/support/open_letter_to_adobe_customers/

On Fri, Sep 11, 2009 at 1:09 PM, hank williams  wrote:

> what country are you in... and if US, what number did you dial?
>
>
> On Fri, Sep 11, 2009 at 1:06 PM, turbo_vb  wrote:
>
>>
>>
>> Sounds like you're not having very good luck Hank. As an interesting
>> coincidence, I had to contact Adobe customer service today to resolve an
>> issue. I just switched from PC to Mac and at the same time upgraded from CS3
>> to CS4. My issue was that the upgrade wouldn't recognize my previous
>> product's serial number, because it was on a different platform. I went to
>> the Adobe site, clicked the support button, selected my country and called
>> the 800 number. They answered after 5 minutes. Pretty good compared to 3
>> hours. The initial rep took my info and had to transfer me to another rep to
>> resolve my issue. The second time on hold took 7 minutes. The second rep was
>> able to assist me ad resolve my issue. The entire call took 22 minutes;
>> which for something like this is completely reasonable. Sorry that you
>> didn't have the same experience. But, for me, I couldn't expect any better
>> customer service.
>>
>> -TH
>>
>>
>> --- In flexcoders@yahoogroups.com , hank
>> williams  wrote:
>> >
>> > Lets conduct an experiment. What number are you calling (we've called 3
>> > times so far).
>> >
>> > On Fri, Sep 11, 2009 at 12:00 PM, Paul Andrews  wrote:
>> >
>> > >
>> > >
>> > > hank williams wrote:
>> > > >
>> > > > I wrote a blog post about this today
>> > > > (
>> http://whydoeseverythingsuck.com/2009/09/is-adobe-falling-apart.html)
>> > > >
>> > > > but to summarize, it appears that adobe customer service is
>> > > > essentially totally unavailable. I tried several times to reach them
>> > > > for an urgent issue, and the last time waited on hold for 3 hours
>> > > > (after which point my cordless phone ran out of steam) with no
>> answer,
>> > > > just hold music.
>> > > >
>> > > > THREE HOURS
>> > > >
>> > > > They also dont respond to their support email address.
>> > > >
>> > > > This can't mean good things are happening at adobe. Anyone have any
>> > > > insight?
>> > > I can't say, but to stay on hold for three hours? It's ten minutes max
>> > > for me, then try again.
>> > > >
>> > > > Hank
>> > > > --
>> > > > blog: whydoeseverythingsuck.com 
>> > >
>> > >
>> >
>> >
>> >
>> > --
>> > blog: whydoeseverythingsuck.com
>> >
>>
>>  
>>
>
>
>
> --
> blog: whydoeseverythingsuck.com
>



-- 
blog: whydoeseverythingsuck.com

Re: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart

2009-09-11 Thread hank williams 
what country are you in... and if US, what number did you dial?

On Fri, Sep 11, 2009 at 1:06 PM, turbo_vb  wrote:

>
>
> Sounds like you're not having very good luck Hank. As an interesting
> coincidence, I had to contact Adobe customer service today to resolve an
> issue. I just switched from PC to Mac and at the same time upgraded from CS3
> to CS4. My issue was that the upgrade wouldn't recognize my previous
> product's serial number, because it was on a different platform. I went to
> the Adobe site, clicked the support button, selected my country and called
> the 800 number. They answered after 5 minutes. Pretty good compared to 3
> hours. The initial rep took my info and had to transfer me to another rep to
> resolve my issue. The second time on hold took 7 minutes. The second rep was
> able to assist me ad resolve my issue. The entire call took 22 minutes;
> which for something like this is completely reasonable. Sorry that you
> didn't have the same experience. But, for me, I couldn't expect any better
> customer service.
>
> -TH
>
>
> --- In flexcoders@yahoogroups.com , hank
> williams  wrote:
> >
> > Lets conduct an experiment. What number are you calling (we've called 3
> > times so far).
> >
> > On Fri, Sep 11, 2009 at 12:00 PM, Paul Andrews  wrote:
> >
> > >
> > >
> > > hank williams wrote:
> > > >
> > > > I wrote a blog post about this today
> > > > (
> http://whydoeseverythingsuck.com/2009/09/is-adobe-falling-apart.html)
> > > >
> > > > but to summarize, it appears that adobe customer service is
> > > > essentially totally unavailable. I tried several times to reach them
> > > > for an urgent issue, and the last time waited on hold for 3 hours
> > > > (after which point my cordless phone ran out of steam) with no
> answer,
> > > > just hold music.
> > > >
> > > > THREE HOURS
> > > >
> > > > They also dont respond to their support email address.
> > > >
> > > > This can't mean good things are happening at adobe. Anyone have any
> > > > insight?
> > > I can't say, but to stay on hold for three hours? It's ten minutes max
> > > for me, then try again.
> > > >
> > > > Hank
> > > > --
> > > > blog: whydoeseverythingsuck.com 
> > >
> > >
> >
> >
> >
> > --
> > blog: whydoeseverythingsuck.com
> >
>
>  
>



-- 
blog: whydoeseverythingsuck.com

[flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart

2009-09-11 Thread turbo_vb 
Sounds like you're not having very good luck Hank.  As an interesting 
coincidence, I had to contact Adobe customer service today to resolve an issue. 
 I just switched from PC to Mac and at the same time upgraded from CS3 to CS4.  
My issue was that the upgrade wouldn't recognize my previous product's serial 
number, because it was on a different platform.  I went to the Adobe site, 
clicked the support button, selected my country and called the 800 number.  
They answered after 5 minutes.  Pretty good compared to 3 hours.  The initial 
rep took my info and had to transfer me to another rep to resolve my issue.  
The second time on hold took 7 minutes.  The second rep was able to assist me 
ad resolve my issue.  The entire call took 22 minutes; which for something like 
this is completely reasonable.  Sorry that you didn't have the same experience. 
But, for me, I couldn't expect any better customer service.

-TH

--- In flexcoders@yahoogroups.com, hank williams  wrote:
>
> Lets conduct an experiment. What number are you calling (we've called 3
> times so far).
> 
> On Fri, Sep 11, 2009 at 12:00 PM, Paul Andrews  wrote:
> 
> >
> >
> > hank williams wrote:
> > >
> > > I wrote a blog post about this today
> > > (http://whydoeseverythingsuck.com/2009/09/is-adobe-falling-apart.html)
> > >
> > > but to summarize, it appears that adobe customer service is
> > > essentially totally unavailable. I tried several times to reach them
> > > for an urgent issue, and the last time waited on hold for 3 hours
> > > (after which point my cordless phone ran out of steam) with no answer,
> > > just hold music.
> > >
> > > THREE HOURS
> > >
> > > They also dont respond to their support email address.
> > >
> > > This can't mean good things are happening at adobe. Anyone have any
> > > insight?
> > I can't say, but to stay on hold for three hours? It's ten minutes max
> > for me, then try again.
> > >
> > > Hank
> > > --
> > > blog: whydoeseverythingsuck.com 
> >  
> >
> 
> 
> 
> -- 
> blog: whydoeseverythingsuck.com
>

[flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart

2009-09-11 Thread adebonis 
I have to agree - Adobe really needs to step up and solve a major problem they 
have in supporting customer - We have "Platinum Support" and for almost every 
case we post we have to chase down some kind of response with emails and phone 
calls.  They do answer the enterprise phone line in less then 2 min but not 
much happens after that.

The open letter Lambert Walsh has no date on it so we don't know what year this 
was that all these changes started... 
http://www.adobe.com/support/open_letter_to_adobe_customers/