[ADOBE] Flash Player Support Experience thread

The next one..

If you reported that via the bug report form then you wouldn't be guaranteed more than an autoresponse.

Is there any chance you opened a web case and have a case number? (since the Linux player went public? ) If not you can still open one via http://www.adobe.com/support/flashplayer. Get me the case number and I can get the crash more attention.

which one of these fridays?

regards
birnerseff

Thanks. I'm on my way out the door but I'll check it on Friday..

Hi Bentley Wolfe,

great to see that someone is looking... I reported something similar to http://www.adobe.com/cfusion/webforums/forum/messageview.cfm?forumid=44&catid=184&threadid=1233705&enterthread=y
twice during beta, but only got an automated response. The sad truth - the release version is still crashing like the beta ones

Thanks for that info FordTech. One thing that puzzles me here (that I have to check out) is why this went through customer service. Flash Player support requests are supposed to go directly to Tech Support!

It is true that the first response should be an autoreply. All that does is confirm that you opened the case, and give you some general resources you might be able to use to resolve the problem.

The April 5th reply would have been the first autoreply. It gets your name from your Adobe.com account.

After that a human takes over.

Looking at the April 6th reply I can clearly see that someone called you by the wrong name. Unfortunate. I'll follow up on that.

It seriously took 5 hours to download the standalone? That's unusual...

This is exactly the kind of info I'm looking for, I appreciate it!

RE: Case 200208554

Bently, Below is the dialog for my case about a flash player download problem that I had. As I stated in my April 5th response, It is very obvious that the replies are automated and therefore not helpful. Another note: The response to me on April 6th refered to me by the wrong name in the salutation. - I'm not affended by that, It just backs up my comment about the automated, non-helpful responses. I was finally able to download and install a standalone copy of flash player via my 3meg hi-speed internet service in only 5.3 hours so I no longer need tech support.

**Tech support dialog**

"Notes from Customer
Tuesday, April 3, 2007 2:02:10 PM PDT
The flash player download is extremely slow. Can you check your server please?

Notes to Customer
Thursday, April 5, 2007 4:23:03 PM PDT
Hello XXXX,

Thank you for contacting Adobe Customer Service.

For your records, your customer ID number is XXXXXXXXX. The customer ID
number is the easiest way for us to access your account in our database.
In the future, please reference this number when you contact Adobe.

I understand that the flash player download is extremely slow.

Adobe Flash Player is a free Web player you can download.

To obtain your free Web Player download, please visit:
http://www.adobe.com/downloads/

Find Flash Player product support and other services at:
http://www.adobe.com/support/flashplayer/

Find information about Adobe product purchasing options, registration,
trials, upgrades, licensing, and other services at our Customer Service
Center:
http://www.adobe.com/support/service/.

For additional information about Adobe product purchasing options,
registration, trials, upgrades, licensing, and other services, please
visit our Customer Service Center at:
http://www.adobe.com/support/service/

Best regards,

xxxx x.
Adobe Customer Service

Notes from Customer
Thursday, April 5, 2007 5:51:22 PM PDT
XXXX, I don't understand how your response is supposed to help me. It is obvious how automated the response is...instead of personalized. If you "understand that the flash player download is extremely slow." - I would think you would want to fix that. Is Adobe lacking funds to support its products?


Notes to Customer
Friday, April 6, 2007 9:53:51 AM PDT
Hello XXXX,

Thank you for contacting Adobe Customer Service.

For your records, your customer ID number is XXXXXXXXX and case ID is
200208554. The customer ID and case ID number is the easiest way for us
to access your account in our database. In the future, please
reference this number when you contact Adobe.

Thank you for sharing your comments regarding Flash Player dowload being
extremely slow.

I forwarded your email to the appropriate team to further assist you
with your concerns. Your comments help us guide our ongoing efforts to
improve our products and services, so we thank you for taking the time
to send us your feedback.

Please have your case number available when you call. The case number is
listed in the subject box of your list of cases when you sign in to the
Support Portal, and also in the email notifications of updates to your
case.

Please feel free to contact us again if you have additional feedback or
concerns.

For more information on Adobe® products or services please visit us at:
http://www.adobe.com or contact Adobe Customer Services at 1 (800)
833-6687. Customer Service Representatives are available 6:00am-8:00pm
PT, 7 days a week.


Best Regards
xxxxxx x.
Adobe Customer Service










Text

-ping-. I'd like to keep this near the top so we can hear about anything new coming up during the Creative Suite launch. Everybody seems to have a rant about Adobe support, but no replies here so far!