Customer Support in Adobe is non-existent

[Dov Isaacs]

Garnier,

I’m absolutely amazed that FrameMaker 7.0 “save as PDF” works at all with Acrobat 8. It is contrary
to information that I had internally. I was under the strongest impression that FrameMaker 7.1
was the first version that recognized “Adobe PDF” as the Distiller’s printer as opposed to
“Acrobat Distiller” used in older Acrobat versions. Guess I was given bad info internally.

I suspect that as long as you continue with FrameMaker 7.0, you’ll need to avoid upgrades
to Acrobat 9, at least on the systems for which you are relying on the “save as PDF” feature.

                - Dov

From: Garnier Garnier [mailto:garnier_framescript at yahoo.co.in]
Sent: Tuesday, July 14, 2009 10:35 PM
To: Dov Isaacs
Cc: framers at lists.frameusers.com
Subject: RE: Customer Support in Adobe is non-existent




If that is the case, I would like to know how come FM 7.0p576 is working absolutely fine with Acrobat Pro 8.0? The Save As PDF works fine and so does the script that all writers use to convert to pdf. All works fine even without changing the locations of pdf printer instance or the joboptions. Five writers are using FM 7.0 p576 with Acrobat Pro 8.0 and face no issues whatsoever.



Upgrading FM is not so simple because of the volume of manuals that we have. Besides the issue is with Acrobat Pro 9.0, therefore there is no reason to upgrade. May be I should downgrade to 8.0 instead?



B/R

Garnier







-----Original Message-----
From: Dov Isaacs [mailto:isaacs at adobe.com]
Sent: Wednesday, July 15, 2009 10:39 AM
To: Garnier Garnier; framers at lists.frameusers.com
Subject: RE: Customer Support in Adobe is non-existent



The problem is not with Acrobat 9.



The problem is that the "save as PDF" function of FrameMaker 7.0 (since then

Adobe has released 7.1, 7.2, 8.0, and 9.0) simply knows nothing about the

registry settings and the "Adobe PDF" PostScript printer driver instance used

by more recent versions of Acrobat (i.e, 7.x, 8.x, and 9.x).



Simply stated, your version of FrameMaker is way too old for compatibility

with Acrobat 9. There is no solution that Adobe can provide for you other

than to advise you to upgrade FrameMaker.



It is most unfortunate that Adobe Technical Support did not (or was not capable

of) immediately giving you this information.



     - Dov







> -----Original Message-----

> From: framers-bounces at lists.frameusers.com [mailto:framers-bounces at lists.frameusers.com] On Behalf Of

> Garnier Garnier

> Sent: Tuesday, July 14, 2009 8:26 PM

> To: framers at lists.frameusers.com

> Subject: Customer Support in Adobe is non-existent

>

> Hello Framers,

>

> Indeed sad to note that Adobe does not bother to resolve customer issues. We have licensed version of

> Acrobat Pro 9.0 and our IT has filed a case ticket as per the vendor/customer policy. Its over 10 days

> now but Adobe has not responded yet. I am still not able to use FM 7.0’s Save as feature after

> installing Acrobat Pro 9.0, inspite of trying all suggestions provided by the Frame users. It does not

> work even on a brand new machine either that has only these two tools installed.  As already mentioned

> keeping the number of user guides in mind it is just feasible to use the watch folder option as

> manually I anyway will have to distill each of the 350+  Frame books  nor do I have the bandwidth to

> modify the script. I have switched to the old distiller as that was the only option left that would

> help me meet the deadline.

>

> Looks like customer support is non-existent in Adobe. I wish I had known this before opting for Adobe

> products.

>

> Garnier


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