[Framers] Unable to obtain newest TCS from Adobe under maintenance agreement

[Stefan Gentz]

Hi Dan,

sounds like very bad experience. Without more details it's difficult for me to say, what went wrong where, but I can assure you, that we can sort this out quickly.

Please send me off-list some more details and connect me with your campus rep so that I can see which "maintenance contract" we are talking about. It sounds a little bit strange to me, because from my first understanding you should be in the University Outreach Program from Adobe Technical Communication and not under some "maintenance contract" (from probably some other agreement between your University and Adobe).

Looking forward to your email to gentz at adobe.com<mailto:gentz at adobe.com>. I'm in flights most if the day tomorrow, but will try to solve it in between with you and your campus rep. If gor some reason it should not work tomorrow (you never know when traveling), we will sort it out on Thursday.



Regards,
Stefan Gentz
Global Evangelist, Technical Communication
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On 30. May 2017, at 18:53, Harding, Dan <dharding at illinois.edu<mailto:dharding at illinois.edu>> wrote:

Good morning,

My apologies for the somewhat off-topic post, but with Adobe reps participating on this list, my hope is that someone here can put me in touch with the appropriate party at Adobe that can solve this issue.

In December of 2015 my university department purchased a renewal of software "maintenance" for my license of Technical Communication Suite, which is supposed to provide all upgrades at no charge through January 1, 2018. When TCS 2017 was released earlier this year I had the campus software purchasing entity put through a request to obtain my copy of TCS 2017 under the agreement. My campus rep has been working on this for MONTHS now and keeps getting stonewalled and passed around to different groups within Adobe, with no resolution in sight.

For whatever reason, Adobe is refusing to honor the software maintenance that we paid for.

Whom at Adobe should I be yelling at? I've reached my limit with respect to patience.

Thank you.

Dan Harding
University of Illinois at Urbana-Champaign
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