The dreaded Internal Error error meets the dreaded Adobe support, sigh

[Kelly McDaniel]

Matter of fact, I think that will help with the next half dozen issues
reported here...think I'll try it myself.

> -----Original Message-----
> From: framers-bounces at lists.frameusers.com [mailto:framers-
> bounces at lists.frameusers.com] On Behalf Of Kelly McDaniel
> Sent: Friday, January 11, 2008 9:25 AM
> To: Emily Berk; framers at lists.frameusers.com
> Subject: RE: The dreaded Internal Error error meets the dreaded Adobe
> support,sigh
> 
> 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
> >
> > _______________________________________________
> >
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> co
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