RE: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart
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 hank...@gmail.com 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 timh...@aol.com wrote: US - 800-833-6687. -TH --- In flexcoders@yahoogroups.com 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
Re: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart
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 j...@primalpictures.com 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 flexcoders%40yahoogroups.com on behalf of hank williams Sent: Fri 9/11/2009 7:43 PM To: flexcoders@yahoogroups.com flexcoders%40yahoogroups.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 hank...@gmail.comhank777%40gmail.com 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 timh...@aol.comTimHoff%40aol.com wrote: US - 800-833-6687. -TH --- In flexcoders@yahoogroups.com flexcoders%40yahoogroups.comflexcoders% 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
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 j...@primalpictures.com 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 hank...@gmail.com 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 timh...@aol.com wrote: US - 800-833-6687. -TH --- In flexcoders@yahoogroups.com 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
RE: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart
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 j...@primalpictures.com 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 hank...@gmail.com 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 timh...@aol.com wrote: US - 800-833-6687. -TH --- In flexcoders@yahoogroups.com 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
Re: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart
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...@aol.com 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 flexcoders%40yahoogroups.com, hank williams hank...@... 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 p...@... 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
Re: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart
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...@gmail.com 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...@aol.com 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 flexcoders%40yahoogroups.com, hank williams hank...@... 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 p...@... 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
Re: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart
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 timh...@aol.com wrote: US - 800-833-6687. -TH --- In flexcoders@yahoogroups.com 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 flexcoders@yahoogroups.com flexcoders%40yahoogroups.comflexcoders% 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
Re: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart
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 hank...@gmail.com 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 timh...@aol.com wrote: US - 800-833-6687. -TH --- In flexcoders@yahoogroups.com 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 flexcoders@yahoogroups.com flexcoders%40yahoogroups.comflexcoders% 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
Re: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart
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 magnus.la...@gmail.comwrote: 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 hank...@gmail.com 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 timh...@aol.com wrote: US - 800-833-6687. -TH --- In flexcoders@yahoogroups.com 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 flexcoders@yahoogroups.com flexcoders%40yahoogroups.comflexcoders% 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
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 hank...@gmail.com 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 timh...@aol.com wrote: US - 800-833-6687. -TH --- In flexcoders@yahoogroups.com 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 flexcoders@yahoogroups.com flexcoders%40yahoogroups.comflexcoders% 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
Re: [flexcoders] Re: Is Adobe Customer Support (or worse yet adobe) falling apart
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 hank...@gmail.com 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 timh...@aol.com wrote: US - 800-833-6687. -TH --- In flexcoders@yahoogroups.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 flexcoders@yahoogroups.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 -- 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/
