Customer Support in Adobe is non-existent
Klaus Daube
frame at daube.ch
Thu Jul 16 01:48:26 PDT 2009
Friends of FremeMaker,
Before blaming the bad customer support of Adobe for some situation,
please consider the following (my personal opinion/experience):
- Will You get manufacturer support for a 15 year old car? You may find
a garage
somewhere out there which still has some spare parts in their
backyarad or have
found out that some parts of the new cars also fit in the old ones.
But You need
to thind this yourself (with the help of Your friends).
- Once we have an FM-realease 9 available, and related software
(Acrobat) has also
reached level 9 one can not assume that all combinations of old-new
versions are
working. There is no such thing as guaranteed backwards
compatibility. Have You
tried to run Word-6 macros in Word-2007? Even upwards compatibility
is rare.
- FrameMaker is one of the most tolerant programs I know concerning age
of documents.
You can still open version 3 documents in FM-9 and always save at
least 1 level
lower than the current version is. In FM-9 you even can save in MIF-
7. This is to
serve the 'before Unicode' environments. Of course the development
leaves certain
functions behind (FM-9 does not support the virtual fonts needed
until FM-7 for
"non-western" languages). At which date cars lost their hand crank or
the windows
hand lever? If a thunderstorm arrives you need to have the key for
the car to close
the windows!
- If it works, don't fix it. There are so many automatic processes out
there using
the good old FM-5.5 on Unix (e.g. Statistisches Amt des Kantons
Luzern, Schweizerische
Nationalbank) generating statistical brochures and books month after
month. They will
use this mechanism even after Adobe may have ceased to exist.
- Like any company also Adobe wants to make money with their work. In
recent time
Adobe has increased interaction with their customers significantly
and fixing
problems in FrameMaker really has a new pace. Do You get fixes for
Windows 2K any
more? Of course support always concentrates on the new products and
deminishes for
the old ones. Even companies have only a limited 'brain' to keep
knowledge.
Klaus Daube
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Docu + Design Daube; Schäracher 11; CH-8053 Zürich
Technical documentation & consultancy; On-line and paper
F: +41-44-422 86 25 E: ddd at daube.ch W: www.daube.ch
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