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: [email protected] on behalf of Matt Chotin Sent: Tue 9/15/2009 7:51 PM To: [email protected] 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 <[email protected]> > 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: [email protected] on behalf of hank williams > Sent: Fri 9/11/2009 7:43 PM > To: [email protected] > 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 <[email protected]> > 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 <[email protected]> wrote: > > > >> > >> > >> US - 800-833-6687. > >> > >> > >> -TH > >> > >> --- In [email protected] <flexcoders%40yahoogroups.com>, > hank > >> williams <hank...@...> 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 <hank...@...> > 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 <timh...@...> 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 [email protected] <flexcoders > %40yahoogroups.com><flexcoders% > > >> 40yahoogroups.com>, hank > >> > >> williams <hank777@> 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 <paul@> > 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 > > __________________________________________________________ > This communication is from Primal Pictures Ltd., a company > registered in England and Wales with registration No. 02622298 and > registered office: 4th Floor, Tennyson House, 159-165 Great Portland > Street, London, W1W 5PA, UK. VAT registration No. 648874577. > > This e-mail is confidential and may be privileged. It may be read, > copied and used only by the intended recipient. If you have received > it in error, please contact the sender immediately by return e-mail > or by telephoning +44(0)20 7637 1010. Please then delete the e-mail > and do not disclose its contents to any person. > This email has been scanned for Primal Pictures by the MessageLabs > Email Security System. > __________________________________________________________ > > > ------------------------------------ -- 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 ______________________________________________________________________ This communication is from Primal Pictures Ltd., a company registered in England and Wales with registration No. 02622298 and registered office: 4th Floor, Tennyson House, 159-165 Great Portland Street, London, W1W 5PA, UK. VAT registration No. 648874577. This e-mail is confidential and may be privileged. It may be read, copied and used only by the intended recipient. If you have received it in error, please contact the sender immediately by return e-mail or by telephoning +44(0)20 7637 1010. Please then delete the e-mail and do not disclose its contents to any person. This email has been scanned for Primal Pictures by the MessageLabs Email Security System. ______________________________________________________________________
