<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40"><head><META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=us-ascii"><meta name=Generator content="Microsoft Word 12 (filtered medium)"><style><!--
/* Font Definitions */
@font-face
{font-family:"Cambria Math";
panose-1:2 4 5 3 5 4 6 3 2 4;}
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
@font-face
{font-family:Tahoma;
panose-1:2 11 6 4 3 5 4 4 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:12.0pt;
font-family:"Times New Roman","serif";}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:purple;
text-decoration:underline;}
p
{mso-style-priority:99;
mso-margin-top-alt:auto;
margin-right:0in;
mso-margin-bottom-alt:auto;
margin-left:0in;
font-size:12.0pt;
font-family:"Times New Roman","serif";}
span.hoenzb
{mso-style-name:hoenzb;}
span.EmailStyle19
{mso-style-type:personal-reply;
font-family:"Calibri","sans-serif";
color:#1F497D;}
.MsoChpDefault
{mso-style-type:export-only;}
@page WordSection1
{size:8.5in 11.0in;
margin:1.0in 1.0in 1.0in 1.0in;}
div.WordSection1
{page:WordSection1;}
--></style><!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Thanks Art. Good idea. I will definitely follow this advice.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>TVB<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Art Campbell [mailto:art.campbell@gmail.com] <br><b>Sent:</b> Monday, August 20, 2012 7:22 AM<br><b>To:</b> Tammy Van Boening<br><b>Cc:</b> framers@lists.frameusers.com<br><b>Subject:</b> Re: Adobe Customer Service or lack thereof?<o:p></o:p></span></p></div><p class=MsoNormal><o:p> </o:p></p><div><p class=MsoNormal>Most large companies these days have full time listening posts on Facebook, Twitter, LinkedIn and other social media to monitor "likes" and "dislikes" from users because they carry more weight with other users than advertising.<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>Start posting and tweeting your complaints... and we'll see if that wakes anyone up.<o:p></o:p></p></div><p class=MsoNormal style='margin-bottom:12.0pt'><br clear=all>Art Campbell <a href="mailto:art.campbell@gmail.com" target="_blank">art.campbell@gmail.com</a><br> "... In my opinion, there's nothing in this world beats a '52 Vincent and a redheaded girl." -- Richard Thompson<br> No disclaimers apply.<br> DoD 358<br><br>I support <a href="http://www.TheGrotonLine.com" target="_blank">www.TheGrotonLine.com</a>, hyperlocal news for Groton MA.<br><br><o:p></o:p></p><div><p class=MsoNormal>On Mon, Aug 20, 2012 at 8:30 AM, Tammy Van Boening <<a href="mailto:tammyvb@spectrumwritingllc.com" target="_blank">tammyvb@spectrumwritingllc.com</a>> wrote:<o:p></o:p></p><div><p><span style='font-family:"Calibri","sans-serif";color:#17365D'>So, I have read many threads about the unfavorable customer support interactions that so many of us staunch users of Adobe products have had and unfortunately, I can so relate. I debated about whether adding my own experience (again) to this thread, but I am so beyond frustrated, that I hope by posting this, someone from Adobe India is reading and maybe, just maybe, the idea of accountability and actually providing customer service might start percolating. </span><o:p></o:p></p><p><span style='font-family:"Calibri","sans-serif";color:#17365D'>Last week, what should been an easy 15 minute upgrade from Adobe Acrobat 9 to Adobe Acrobat</span> <span style='font-family:"Calibri","sans-serif";color:#17365D'>X turned into a 2 hour nightmare.</span> <span style='font-family:"Calibri","sans-serif";color:#17365D'>The issue is a known issue when upgrading from CS versions, but there is a weird take on it for Adobe Acrobat X. The issue and its resolution, which is not simple and requires</span> <span style='font-family:"Calibri","sans-serif";color:#17365D'>heavy interaction from Adobe Support to resolve, is posted on the Adobe Forums.</span> <span style='font-family:"Calibri","sans-serif";color:#17365D'> Although the resolution is presented as Adobe</span> <span style='font-family:"Calibri","sans-serif";color:#17365D'>being aware of it and knowing what to do,</span> <span style='font-family:"Calibri","sans-serif";color:#17365D'>this understanding of how to do achieve this resolution obviously limited to a few support agents. After begging and pleading for over 2 hours, I finally got the agent to figure out what needed to be done to resolve my issue.</span> <span style='font-family:"Calibri","sans-serif";color:#17365D'>(Initially, the agent was insisting that my issue could not be resolved and I had to provide him the link from Adobe's site that indicated that</span> <span style='font-family:"Calibri","sans-serif";color:#17365D'>yes, Adobe was indeed aware of the situation and could provide a resolution.)</span><o:p></o:p></p><p><span style='font-family:"Calibri","sans-serif";color:#17365D'>So, this week, the issue, which I thought had been resolved, reared its ugly head again. At 6:40 MDT on Friday night, I promptly logged onto Adobe's site for support and see this message: "Sorry we missed you! Chat is available 24 hours a day, Monday-Friday PST." Uh, OK. Let's see - it's 6:40 MDT, which makes it 5:40 PDT and no chat agent is available, yet supposedly,</span> <span style='font-family:"Calibri","sans-serif";color:#17365D'>Adobe should be open until</span> <span style='font-family:"Calibri","sans-serif";color:#17365D'>midnight! And, at 6:21 am this morning, which makes it 5:21 am on the West Coast, I still see this message. So evidently, 24 hours a day M through F really doesn't mean that?</span> <span style='font-family:"Calibri","sans-serif";color:#17365D'>So, I went all weekend w/out being able to use a purchased and licensed version of an Adobe product because although support SHOULD be available through midnight Monday through Friday according to the Adobe website, evidently, that's just a teaser. And now, w/ a large day of deadlines looming for me, and wanting to get an early start to resolve this</span> <span style='font-family:"Calibri","sans-serif";color:#17365D'>issue, I still can't.</span><o:p></o:p></p><p><span style='font-family:"Calibri","sans-serif";color:#17365D'>I guess as the only player in town for certain arenas, Adobe knows that they hold all the cards and really don't have to be accountable to customers and/or care about customer service. The absolute frustration that I, and so many of you have experienced, appears to be "par for the course" in their approach to doing business.</span> <span style='font-family:"Calibri","sans-serif";color:#17365D'>Unreal . . .</span><o:p></o:p></p><p><span style='font-family:"Calibri","sans-serif";color:#17365D'>So, I guess I can wait with baited breath to see when Adobe really opens for customer service and what</span> <span style='font-family:"Calibri","sans-serif";color:#17365D'>" 24 hours a day, Monday-Friday PST" really means to them.</span><o:p></o:p></p><p><span style='font-family:"Calibri","sans-serif";color:#17365D'>TVB</span><span style='color:#888888'><o:p></o:p></span></p></div><p class=MsoNormal style='margin-bottom:12.0pt'><br>_______________________________________________<br><br><br>You are currently subscribed to framers as <a href="mailto:art.campbell@gmail.com">art.campbell@gmail.com</a>.<br><br>Send list messages to <a href="mailto:framers@lists.frameusers.com">framers@lists.frameusers.com</a>.<br><br>To unsubscribe send a blank email to<br><a href="mailto:framers-unsubscribe@lists.frameusers.com">framers-unsubscribe@lists.frameusers.com</a><br>or visit <a href="http://lists.frameusers.com/mailman/options/framers/art.campbell%40gmail.com" target="_blank">http://lists.frameusers.com/mailman/options/framers/art.campbell%40gmail.com</a><br><br>Send administrative questions to <a href="mailto:listadmin@frameusers.com">listadmin@frameusers.com</a>. Visit<br><a href="http://www.frameusers.com/" target="_blank">http://www.frameusers.com/</a> for more resources and info.<o:p></o:p></p></div><p class=MsoNormal><o:p> </o:p></p></div></body></html>