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A
Anonymous
June 10, 2008
Question

Adobe Support is an oxymoron

  • June 10, 2008
  • 17 replies
  • 2720 views
I purchased ColdFusion 8.0 from the university computer center and received the standard edition educational version. After installing as a 30 day evaluation and validating the install (downloaded 8.01), I entered my serial number.

The CF administrator now says that I have a developer edition. The display shows the correct serial number but indicates a developer edition. Why would I pay $859.00 for a developer edition when that edition is free?

Something is seriously wrong with the process that validates and determines the version from the serial numbers.

I have spent 2+ hours on the phone, five departments, and still no resolution other than a support tech will call me back within 24 hours.

This is absolutely assinine and indicates shoddy support from Adobe. Expensive products that should warrant better technical support. If I had other options I would use them. In fact I may just find a pirate serial number on the web and use that. It is obvious that Adobe is of little help in supporting their product.
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17 replies

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N
Newsgroup_User
Inspiring
June 11, 2008
> I recommend asking on a JRun forum (if there is one).

Or, I suppose, reading the JRun docs. They must explain that sort of
thing, one would think ;-)

--
Adam
N
Newsgroup_User
Inspiring
June 11, 2008
Have you tried the much larger and more active CF community resource of
House of Fusion, www.houseoffusion.com?

Unfortunately a lot of developers do not like the performance of these
forums and avoid them. I can only tolerate them through the news feed
option.
N
Newsgroup_User
Inspiring
June 11, 2008
> I was told that to get phone support it
> would be $500. To get help installing the software that appears to have a bug.

Last time I heard, INSTALLATION support was free. Has this changed?

--
Adam
N
Newsgroup_User
Inspiring
June 11, 2008
I think your problem might be that you're asking a JRun question on a CF
forum.

I have to say I didn't see your original posts (one might have been
sufficient, btw), otherwise I would have mentioned this before.

I'm probably not alone here that I know CF pretty well, but I don't know a
great deal about JRun, or servlet containers in general. CF sits a layer
above that.

I recommend asking on a JRun forum (if there is one).

--
Adam
E
ezskriv
Participant
June 11, 2008
I'm not surprised to hear that Adobe support is getting slammed, but I have to say, I've got a similar opinion of these discussion forums.

I've posted my question to no less than three boards, five different ways, and haven't heard a peep (refs below). I'm pretty sure I know how to ask a reasonable question, but even if I don't, I think no response at all is quite odd. Anything at all would be appreciated. ...even "you're crazy for trying what you're trying!" or "I don't understand what you're asking. Can you explain more?"

I confess I'm new to CF (and I'm also biased against it). Here the community has a chance to change my thinking, and it has completely blown it. Any ideas why that is? I'm not being facetious. I mean, is it related to the poor Adobe support being reported in this thread? Does the CF community have this reputation. I simply don't know.

Are there other places that I haven't found where I should try to get answers? Charlie Arehart's site (carehart.org) was a breath of fresh air, but should a question as simple as troubleshooting hitting a custom servlet be something I have to pay for??

Thanks again for any help you might have!

e.

http://www.adobe.com/cfusion/webforums/forum/messageview.cfm?catid=7&threadid=1366541
http://www.adobe.com/cfusion/webforums/forum/messageview.cfm?catid=7&threadid=1367762
http://www.adobe.com/cfusion/webforums/forum/messageview.cfm?catid=3&threadid=1368014
http://www.adobe.com/cfusion/webforums/forum/messageview.cfm?catid=2&threadid=1368465
http://www.adobe.com/cfusion/webforums/forum/messageview.cfm?catid=2&threadid=1369672
P
paross1
Participating Frequently
June 11, 2008
quote:
Here the community has a chance to change my thinking, and it has completely blown it.
I don't have a clue about what you are asking for in your posts, so I guess that I have "blown it" by not by not jumping in and offering a solution......

This forum is "supported" by users just like you, and if none of them (so far) is familiar with your particular problem then how can you expect an answer. I'm sure if somebody has any suggestions, they will post them. I don't think that you are being singled out for "special" treatment or anything, but just because you don't happen to get a response to your post from this particular user community, that doesn't mean that ColdFusion is a bad product. Plus, since you stated that " I confess I'm new to CF (and I'm also biased against it)", I would say that you most likely are the one with the problem (chip on shoulder, etc.) rather than the participants in this forum.

Phil
E
ezskriv
Participant
June 11, 2008
@Phil Thanks for confirming my suspicions about what flies as legitimate on this forum....

@Adam Thanks for the resonse and recommendation. I completely agree that one post _might_ have been enough. But as I mentioned, I used more than one forum, and was worried that I wasn't getting a response because I was in the wrong one. If you look at the dates, you'll see that I waited a day or two before reposting (having monitored the group and seeing plenty of traffic in that time).

@Ian Thanks very much for the recommendation (and confirmation!). I'm off to try it right now....
A
Anonymous
June 11, 2008
Adobe support blows. I've spent three days trying to install software I purchased (see posts in this forum.) I was told that to get phone support it would be $500. To get help installing the software that appears to have a bug. Thanks to a helpful poster on this forum I may be able to get this done today. It's unfortunate that we have invested so much in CF for the last few years or I would learn PHP or ASP and tell Adobe to shove their software.
N
Newsgroup_User
Inspiring
June 10, 2008
> In fact I may just find a pirate serial number on the web and
> use that. It is obvious that Adobe is of little help in supporting their
> product.

In all seriousness, I would at least try this, just as a test. Your
install might be bung in some way and not accepting serial numbers.

And, to be frank, you've bought the licence to use the s/w, so I would
doubt it really matters which specific sequence of characters you use to
activate it. That said, "the law is an ass", so what's "just" might not
necessarily be "legal". So take the above advice with a grain of salt.

--
Adam
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