Re: [Framers] Adobe Support Phone number

[tammyvb spectrumwritingllc . com]

Unfortunately, this lack of service has nothing to do with location. I have 
been on hold with Adobe support for egregiously extended periods of time many 
times in my 25+ years of using Adobe products. Once (and I remember this 
vividly because of the lurch it left me in) I was in the middle of assistance 
with a convoluted Acrobat install and right in the middle of the conversation, 
the phone was automatically disconnected because it was 7 pm Pacific time and 
Adobe closed at that time come hell or high water. . . Didn’t matter if they 
were in the middle of a support case or not.

This list saved me. . . I went ballistic on it and had several other users 
chime in their support and share similar experiences and the next morning, I 
received a phone call from Adobe directly themselves, but it shouldn’t have 
reacted  this point in the first place.

I am so sorry that this happened to you. After all these years, doesn’t sound 
like much has changed.

I am just glad you’re up and running.

TVB

Sent from my iPhone. Blame Steve Jobs for any typos.

> On Jan 26, 2022, at 3:49 AM, Klaus Daube  wrote:
> 
> On 25 Jan 2022 at 2:46, Wendy Studinski wrote:
> 
>> I need help getting a fresh install of my Adobe products after computer 
>> problems. 
>> I called 800-833-6687 and have been on hold over 3 hours now.
> 
> This may happen if you are not located in the US or Canady.
> 
> Thy this:
> https://helpx.adobe.com/contact/enterprise-support.other.html#framemaker
> for your Adobe Support options. I'd recommend using the tcs...@adobe.com 
> e-mail 
> address as it reaches a team dedicated to Technical Communication Suite 
> products 
> including FrameMaker.
> 
> Klaus
> 
> 
> ~~~
> Klaus Daube Phone:  +41-44-381 37 77
> Schäracher 11   Mail:   kl...@daube.ch
> CH-8053 Zürich  Web:www.daube.ch
> 
> 
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Re: [Framers] Adobe Support Phone number

[Klaus Daube]

On 25 Jan 2022 at 2:46, Wendy Studinski wrote:

> I need help getting a fresh install of my Adobe products after computer 
> problems.
> I called 800-833-6687 and have been on hold over 3 hours now.

This may happen if you are not located in the US or Canady.

Thy this:
https://helpx.adobe.com/contact/enterprise-support.other.html#framemaker
for your Adobe Support options. I'd recommend using the tcs...@adobe.com e-mail 
address as it reaches a team dedicated to Technical Communication Suite 
products 
including FrameMaker.

Klaus

~~~
Klaus Daube Phone:  +41-44-381 37 77
Schäracher 11   Mail:   kl...@daube.ch
CH-8053 Zürich  Web:www.daube.ch


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Re: [Framers] Adobe Support Phone number

[Klaus Daube]

On 25 Jan 2022 at 2:46, Wendy Studinski wrote:

> I need help getting a fresh install of my Adobe products after computer 
> problems. 
> I called 800-833-6687 and have been on hold over 3 hours now.

This may happen if you are not located in the US or Canady.

Thy this:
https://helpx.adobe.com/contact/enterprise-support.other.html#framemaker
for your Adobe Support options. I'd recommend using the tcs...@adobe.com e-mail 
address as it reaches a team dedicated to Technical Communication Suite 
products 
including FrameMaker.

Klaus


~~~
Klaus Daube Phone:  +41-44-381 37 77
Schäracher 11   Mail:   kl...@daube.ch
CH-8053 Zürich  Web:www.daube.ch


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Re: [Framers] Adobe Support Phone number

[creamertraininglists]

What products?
For example, FrameMaker or Technical Communication Suite.

What version?
For example, 2015, 2019, 2020.


--

Message: 1
Date: Tue, 25 Jan 2022 02:46:31 + (UTC)
From: Wendy Studinski 
To: "framers@lists.frameusers.com" 
Subject: [Framers] Adobe Support Phone number
Message-ID: <1230980330.844298.1643078791...@mail.yahoo.com>
Content-Type: text/plain; charset=UTF-8

I need help getting a fresh install of my Adobe products after computer
problems.?
I called 800-833-6687 and have been on hold over 3 hours now.
Please advise.
Thanks,Wendy


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Re: [Framers] Adobe "support?"

[tom . beiswenger]

I did the survey and did my best to register my displeasure with Adobe 
technical support. Complete the survey, closed it, and a day later I get 
another invitation to take the survey. In fact, I've now been invited to 
take the survey almost daily. Perhaps they didn't the dismal ratings I 
gave them for tech support that they are giving me the opportunity for a 
do-over?

If I didn't rely on, and like, FrameMaker, Photoshop, and Acrobat so much, 
I'd be gone from Adobe in a nanosecond.



Tom Beiswenger
Project Manager, Manager IB Technical Documentation

Emhart Glass Inc. 
74 Kahler Road North ? Horseheads NY 14845 ? USA
Telephone 1 607 735 2551 ? Mobile +1 607 769 4779
Fax +1 607 735 2601
tom.beiswen...@emhartglass.com
www.bucheremhartglass.com
www.bucherindustries.com
Privacy Policy: www.bucheremhartglass.com/privacy



From:   Wim Hooghwinkel - idtp 
To: Framers 
Date:   06/07/2018 01:49 PM
Subject:Re: [Framers] Adobe "support?"
Sent by:"Framers" 




Hi all,

take your chance and fill in the survey - you may even win a price ?
Ok, too bad there?s no free form field to enter your comments, but may be 
you can find anotherw ay to express your frustrations? or try this one for 
support:  tcsg...@adobe.com <mailto:tcsg...@adobe.com>.

To take the survey: 
https://urldefense.proofpoint.com/v2/url?u=http-3A__bit.ly_2rZPpsW=DwIGaQ=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM=zzmJd9V-AOY-pLCA-v8cPy_mRSvZCZwNZBdUabWmOfQ=FAYxw1099Ar0TJ-amJ58b_Qr7EP8GV9iKLw0-gNrvL8=z29L9v4kjX22uWH_g5nk6z_rF_DdKemYrzKkmzSuANg=
 
<
https://urldefense.proofpoint.com/v2/url?u=http-3A__bit.ly_2rZPpsW=DwIGaQ=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM=zzmJd9V-AOY-pLCA-v8cPy_mRSvZCZwNZBdUabWmOfQ=FAYxw1099Ar0TJ-amJ58b_Qr7EP8GV9iKLw0-gNrvL8=z29L9v4kjX22uWH_g5nk6z_rF_DdKemYrzKkmzSuANg=
> 

Good luck!


Vriendelijke groet / Kind regards,
 
Wim Hooghwinkel
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Re: [Framers] Adobe "support?"

[Wim Hooghwinkel - idtp]

Hi all,

take your chance and fill in the survey - you may even win a price …
Ok, too bad there’s no free form field to enter your comments, but may be you 
can find anotherw ay to express your frustrations… or try this one for support: 
 tcsg...@adobe.com .

To take the survey: http://bit.ly/2rZPpsW  

Good luck!


Vriendelijke groet / Kind regards,
 
Wim Hooghwinkel
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Re: [Framers] Adobe "support?""

[tammyvb]

Well, it has been almost 24 hours now, and I still do not have a resolution
from Adobe Support. Priyank has been like a dog on a bone trying to get
support to assist me, but they have gone dark and have not replied to him
and save one reply to me asking me when I am going to be available (and
trust me, I responded!), nada, zip, zilch. 

How can this be remotely acceptable??

At this point - think wolverine in a steel cage.

Tammy Van Boening
Tammy dot vanboening at spectrumwritingllc dot com
www.spectrumwritingllc.com



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Re: [Framers] Adobe "support?"" Priyank Shrivastava.

[Peter Gold]

Hi, Priyank:

Thanks for stepping up!

I began using FM 2 in 1989. Since around '94, I've used, trained, and
supported FM customers on UNIX, Windows, and Macintosh. I participated in
the FM pre-release program for many years.

Over the years, almost all requests for improvements in features, bug
fixes, support, etc., have often been accompanied by excuses about limited
development and other resources.

With the recent spectacular increases in Adobe's stock prices, there's no
longer a need to claim "we're too poor" to invest in these core
improvements. So how about helping to advocate for increased attention to
devoting the long-denied resources that FrameMaker needs? Even if it's a
niche market of the overall software world and a niche of Adobe's overall
product world, and a small portion of the massive corporate income and
valuation, it's a major backbone of almost technical publishing in almost
all regulated industries in the USA and most of the global
corporate-industrial world.

FM and its technical-author-user corps comprise the infrastructure of these
essential industries. Like physical infrastructure - bridges, roads,
sewers, transportation, public health-care, etc. - it's mostly invisible
when it works...until it doesn't.

It's long-past time that FrameMaker gets the support and respect within
Adobe that it deserves. What's the best way to organize advocacy for this?

Thanks for your attention.

Regards,

Peter
___
Peter Gold

On Tue, Jun 5, 2018 at 3:50 PM, Priyank Shrivastava. 
wrote:

> Hi Tammy,
>
> I can forward the details to the team and they will get back to yo.
>
> Thanks,
> Priyank Shrivastava.
>
> -Original Message-
> From: Framers [mailto:framers-bounces+priyasha=adobe.com@lists.
> frameusers.com] On Behalf Of tamm...@spectrumwritingllc.com
> Sent: Wednesday, June 06, 2018 2:19 AM
> To: 'An email list for people using Adobe FrameMaker software.' <
> framers@lists.frameusers.com>
> Subject: [Framers] Adobe "support?""
>
> More like a leaking life raft in a tsunami. Trying to get help with
> license activation (yes, another licensing issue with Adobe - imagine
> that!) and after 25 minutes on hold w/ Chat, no one came to chat, and then
> evidently someone tried to connect and blam. . . got disconnected. Gave up
> on chat and called the support phone number. Minimum of 34 minutes on hold
> . . .
> ridiculous!!!
>
> If anyone from Adobe is monitoring this list, want to try to understand
> the meaning of customer service and actually supporting your customers when
> help is needed
>
> Tammy Van Boening
> Principal/Owner
> Spectrum Writing, LLC
> https://na01.safelinks.protection.outlook.com/?url=
> www.spectrumwritingllc.com=02%7C01%7Cpriyasha%40adobe.com%
> 7C15b72a06dc9648e296d608d5cb25b859%7Cfa7b1b5a7b34438794aed2c178de
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> 303-840-1755
>
>
>
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Re: [Framers] Adobe "support?""

[Robert Lauriston]

Adobe support was good ~20 years ago, when I started using it.

On Tue, Jun 5, 2018 at 2:12 PM, Carol J. Elkins
 wrote:
> Don't we all long for the days when Frame Technologies owned Framemaker and
> there was actually good customer support? ...
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Re: [Framers] Adobe "support?""

[Alan Litchfield]

Indeed, yes.

Alan

--
Dr Alan Litchfield
AlphaByte
PO Box 1941
Auckland, New Zealand 1140

On 6/06/18 09:12, Carol J. Elkins wrote:
Don't we all long for the days when Frame Technologies owned Framemaker 
and there was actually good customer support? That, plus their 
exceptional in-box user manual, were what helped me grow into being a 
technical writer. Without Framemaker, I doubt I would have pursued the 
profession. I was a WordPerfect person and had zero respect for MSWord 
(still don't). When I started using Frame at an IBM gig back in 1996, I 
think, it changed my world and my career.


Carol

At 02:48 PM 6/5/2018, tamm...@spectrumwritingllc.com wrote:
If anyone from Adobe is monitoring this list, want to try to 
understand the
meaning of customer service and actually supporting your customers 
when help

is needed


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Re: [Framers] Adobe "support?""

[tammyvb]

Ditto to everything you said. My first gig with Framemaker was with QualMed
(Carol, you know 'em well) also back in 1996 and I took to it like a duck to
water.  .  . 

Tammy Van Boening
Tammy dot vanboening at spectrumwritingllc dot com
www.spectrumwritingllc.com

-Original Message-
From: Framers
 On
Behalf Of Carol J. Elkins
Sent: Tuesday, June 5, 2018 3:12 PM
To: An email list for people using Adobe FrameMaker software.

Subject: Re: [Framers] Adobe "support?""

Don't we all long for the days when Frame Technologies owned Framemaker and
there was actually good customer support? That, plus their exceptional
in-box user manual, were what helped me grow into being a technical writer.
Without Framemaker, I doubt I would have pursued the profession. I was a
WordPerfect person and had zero respect for MSWord (still don't). When I
started using Frame at an IBM gig back in 1996, I think, it changed my world
and my career.

Carol

At 02:48 PM 6/5/2018, tamm...@spectrumwritingllc.com wrote:
>If anyone from Adobe is monitoring this list, want to try to understand the
>meaning of customer service and actually supporting your customers when
help
>is needed

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Re: [Framers] Adobe "support?""

[Carol J. Elkins]

Don't we all long for the days when Frame Technologies owned 
Framemaker and there was actually good customer support? That, plus 
their exceptional in-box user manual, were what helped me grow into 
being a technical writer. Without Framemaker, I doubt I would have 
pursued the profession. I was a WordPerfect person and had zero 
respect for MSWord (still don't). When I started using Frame at an 
IBM gig back in 1996, I think, it changed my world and my career.


Carol

At 02:48 PM 6/5/2018, tamm...@spectrumwritingllc.com wrote:

If anyone from Adobe is monitoring this list, want to try to understand the
meaning of customer service and actually supporting your customers when help
is needed


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Re: [Framers] Adobe "support?""

[tammyvb]

Thank you!

TVB

Tammy Van Boening
Tammy dot vanboening at spectrumwritingllc dot com
www.spectrumwritingllc.com

-Original Message-
From: Framers
 On
Behalf Of Priyank Shrivastava.
Sent: Tuesday, June 5, 2018 2:50 PM
To: An email list for people using Adobe FrameMaker software.

Subject: Re: [Framers] Adobe "support?""

Hi Tammy,

I can forward the details to the team and they will get back to yo.

Thanks,
Priyank Shrivastava.

-Original Message-
From: Framers
[mailto:framers-bounces+priyasha=adobe@lists.frameusers.com] On Behalf
Of tamm...@spectrumwritingllc.com
Sent: Wednesday, June 06, 2018 2:19 AM
To: 'An email list for people using Adobe FrameMaker software.'

Subject: [Framers] Adobe "support?""

More like a leaking life raft in a tsunami. Trying to get help with license
activation (yes, another licensing issue with Adobe - imagine that!) and
after 25 minutes on hold w/ Chat, no one came to chat, and then evidently
someone tried to connect and blam. . . got disconnected. Gave up on chat and
called the support phone number. Minimum of 34 minutes on hold . . .
ridiculous!!!

If anyone from Adobe is monitoring this list, want to try to understand the
meaning of customer service and actually supporting your customers when help
is needed

Tammy Van Boening
Principal/Owner
Spectrum Writing, LLC
https://na01.safelinks.protection.outlook.com/?url=www.spectrumwritingllc.co
m=02%7C01%7Cpriyasha%40adobe.com%7C15b72a06dc9648e296d608d5cb25b859%7Cf
a7b1b5a7b34438794aed2c178decee1%7C0%7C0%7C636638285222386538=4a%2BFshj
Piur4GCYshaOTTCkgwIfS7dssl5agk2B5jmM%3D=0
303-840-1755



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Re: [Framers] Adobe "support?""

[Alan Litchfield]

Hi Tammy,

Relicensing Adobe Framemaker is a recurring nightmare for me because I 
have it installed on a MBP and travel a bit sometimes. On one occasion, 
it took some 8 hours to get it running again and several times I have 
requested an escalation of the help desk.


In the number of times I have needed to get the license reactivated, I 
have been told to variously reinstall FM, reinstall Windows, reformat 
the hard drive, etc. A few times, the tech has needed to access the 
computer using Teamviewer.


On the chat front, I have generally not had issues with getting people 
but that may be because my time zone is slightly more in sync with India.


To be honest, I get more contact s from Adobe trying to supersize me to TCS.

Good luck.

Alan

--
Dr Alan Litchfield
AlphaByte
PO Box 1941
Auckland, New Zealand 1140

On 6/06/18 08:48, tamm...@spectrumwritingllc.com wrote:

More like a leaking life raft in a tsunami. Trying to get help with license
activation (yes, another licensing issue with Adobe - imagine that!) and
after 25 minutes on hold w/ Chat, no one came to chat, and then evidently
someone tried to connect and blam. . . got disconnected. Gave up on chat and
called the support phone number. Minimum of 34 minutes on hold . . .
ridiculous!!!

If anyone from Adobe is monitoring this list, want to try to understand the
meaning of customer service and actually supporting your customers when help
is needed

Tammy Van Boening
Principal/Owner
Spectrum Writing, LLC
www.spectrumwritingllc.com
303-840-1755



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Re: [Framers] Adobe "support?""

[Priyank Shrivastava .]

Hi Tammy,

I can forward the details to the team and they will get back to yo.

Thanks,
Priyank Shrivastava.

-Original Message-
From: Framers [mailto:framers-bounces+priyasha=adobe@lists.frameusers.com] 
On Behalf Of tamm...@spectrumwritingllc.com
Sent: Wednesday, June 06, 2018 2:19 AM
To: 'An email list for people using Adobe FrameMaker software.' 

Subject: [Framers] Adobe "support?""

More like a leaking life raft in a tsunami. Trying to get help with license 
activation (yes, another licensing issue with Adobe - imagine that!) and after 
25 minutes on hold w/ Chat, no one came to chat, and then evidently someone 
tried to connect and blam. . . got disconnected. Gave up on chat and called the 
support phone number. Minimum of 34 minutes on hold . . .
ridiculous!!!

If anyone from Adobe is monitoring this list, want to try to understand the 
meaning of customer service and actually supporting your customers when help is 
needed

Tammy Van Boening
Principal/Owner
Spectrum Writing, LLC
https://na01.safelinks.protection.outlook.com/?url=www.spectrumwritingllc.com=02%7C01%7Cpriyasha%40adobe.com%7C15b72a06dc9648e296d608d5cb25b859%7Cfa7b1b5a7b34438794aed2c178decee1%7C0%7C0%7C636638285222386538=4a%2BFshjPiur4GCYshaOTTCkgwIfS7dssl5agk2B5jmM%3D=0
303-840-1755



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[Framers] Adobe "support?""

[tammyvb]

More like a leaking life raft in a tsunami. Trying to get help with license
activation (yes, another licensing issue with Adobe - imagine that!) and
after 25 minutes on hold w/ Chat, no one came to chat, and then evidently
someone tried to connect and blam. . . got disconnected. Gave up on chat and
called the support phone number. Minimum of 34 minutes on hold . . .
ridiculous!!!

If anyone from Adobe is monitoring this list, want to try to understand the
meaning of customer service and actually supporting your customers when help
is needed

Tammy Van Boening
Principal/Owner
Spectrum Writing, LLC
www.spectrumwritingllc.com
303-840-1755



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