Sorry, they live and die by call metrics. >>> Anyone have any suggestions?
Long lunch, two margaritas, quiet weekend, hot bath, big cup of cocoa. > -----Original Message----- > From: framers-bounces at lists.frameusers.com [mailto:framers- > bounces at lists.frameusers.com] On Behalf Of Emily Berk > Sent: Thursday, January 10, 2008 6:29 PM > To: framers at lists.frameusers.com > Subject: The dreaded Internal Error error meets the dreaded Adobe support, > sigh > > Hi FrameUsers: > > I don't know why I thought this list was no more. I'm glad that it is. > Please help me with my FrameMaker 7.1 (yes, I know it's old; I am too and > it's all the company I work for is willing to use and I need to be able to > generate this one little PDF sometime within the next decade). > > Following is my latest tale of woe. > > I always forget why I always get queasy before calling Adobe's tech > support. > > But then, once again, once my interaction with Adobe is complete, the > nightmare has only just begun. > > Take today, for instance. Well, it all started yesterday when I began to > get Internal Error crashes when I tried to generate a PDF, any PDF, on any > Frame file (not on Word docs) using FrameMaker 7.1. Because I had a vague > recollection of what it was like to interact with Adobe support, I didn't > try that. But I did try a LOT of other stuff. For hours and hours. All > to no avail. > > So, I decided to try to sleep on the problem, which wasn't a successful > strategy for me. I've had a number of these Internal Error issues come up > in the past and they never, ever, never go away on their own. > > Since sleep did not come, I chose to begin my Adobe nightmare early. > Called tech support and spoke with about 3 or 4 perfectly nice folks whose > English was very unclear. > > They would have to ask their questions, oh, six or seven times before I > realized that they were asking, for the seventh or eighth time, what my > customer number or serial number or product .... was. > > Eventually, (I was on hold and/or being transferred and then asked > redundant questions about 45 minutes) I get to speak with someone about my > problem. He doesn't speak very good English, but I am given to understand > that he does not DO FrameMaker support. > > So now I'm on hold again for another very long interval. > > And a guy picks up who DOES speak English. And I explain my tale of woe - > - no change on my end in terms of the software for at least 2 years. The > doc is one I've been working on since last October at least. > > I tell him the whole story and he lets me go on and on and then he tells > me, in his good English, that he doesn't know anything whatsoever about > FrameMaker. > > But assures me that the guy who next picks up with both know FrameMaker > AND be able to speak English. So I'm on hold again for -- not all that > long -- maybe another 8 minutes, but time has been ticking away. > > Then a guy picks up and yes he does speak English and implies that he > knows everything one might want to know about FrameMaker. But he knows > nothing about me. > > SO, I have to re-iterate EVERYTHING again. Customer number, phone number, > address, hair color, eye color, preferred brand of beer, product serial > number, tale of woe. > > And then, after I'd re-iterated everything, he says, "FrameMaker 7.1 is no > longer supported. You need to search the knowledgebase or buy FrameMaker > 8." > > 1. THEY ALL KNEW THAT THEY WERE NOT GOING TO PROVIDE SUPPORT TO ME ONCE > THEY KNEW I WAS USING FRAMEMAKER 7.1. Why did they just not hang up on me > then? > > 2. AND YET THEY KEPT ME ON HOLD/TALKING for NEARLY TWO HOURS. (I'm > guessing all those guys who didn't speak good English get paid to delay > people like me by the minute.) > > 3. AND THEN THEY REFUSED TO SOLVE THE PROBLEM, BUT IMPLIED THAT THE > SOLUTION IS IN THE KNOWLEDGEBASE. > > 4. WHICH IT ISN'T BECAUSE I'VE TRIED TO DO EVERYTHING MENTIONED IN THE > DATABASE FOR Internal Error: 7104, 6063074, 7693891, 0 > > And, no, the company I'm working with is NOT going to upgrade to > FrameMaker 8 just because Adobe did some hidden "upgrade" to 7.1 that made > it psychotic. > > Do I sound frantic? It's probably just stress. > > Anyone have any suggestions? > > -- Emily > > _______________________________________________ > > > You are currently subscribed to Framers as kmcdaniel at pavtech.com. > > Send list messages to framers at lists.frameusers.com. > > To unsubscribe send a blank email to > framers-unsubscribe at lists.frameusers.com > or visit > http://lists.frameusers.com/mailman/options/framers/kmcdaniel%40pavtech. co > m > > Send administrative questions to listadmin at frameusers.com. Visit > http://www.frameusers.com/ for more resources and info.
