Customer Service Complaint

I am currently experiencing issues with output in RoboHelp 2019. Since upgrading our project to the new 2019 version from the 2015 version, our condition expressions no longer appear to work when outputting. The issue appears to be where a condition expression has more than one condition tag which is set to 'Include', topics which should not be are excluded from the output.

All topics we want to eventually have included in the output are added to the TOC. But while the topics are in the draft process condition expressions are added to them via the TOC and 'Contents' folder to exclude them from our 'issue' expression and include them in our 'draft' expression. However, we have discovered that topics are being incorrectly excluded at all times, regardless of the expression rules in use. The projects and output settings we are using have been upgraded from RoboHelp 2015 to 2019 and were working perfectly fine prior to the upgrade. But now we find ourselves unable to successfully create new condition expressions or tags and output Reponsive HTML5 help using them. Without the ability to include and exclude the help we choose, we are distributing help to our clients that they should not have access to.

An issue we found and recreated directly before the Support Team (while they were connected to my machine) was that topics were being incorrectly excluded from the output when the condition expression we were using 'included' more than one condition tag with the 'AND' operator.

I originally raised this as an issue with Adobe over a month ago, I was told repeatedly over the chat that the condition tag itself was corrupted and the only options were deleting the project and starting again or recreating the condition tag. Since then we have sent our project to Adobe and we are no further on a month later. We have worked out through our own investigation that the issue now appears to be with the condition expression rather than the tag.

I have been on the online chat with Adobe every day for just over a week and have regularly been disconnected from the chat and unable to get back on as it is saying it is closed.

Today I was on the phone with Adobe for around an hour and I still don't think they understand what the issue was. For some time the agent insisted the output was working as it should when it clearly did not. I asked to speak to a more senior person, when put through to them they only repeated what the previous technician told me.

Adobe still say they need time to investigate despite us clearly saying what the issue is. This is unacceptable to us as we are unable to output any projects as we are not sure that the output will include and exclude the content correctly. We are also a month on with no progress made.

I am very disappointed in the service received and would like to escalate this further however I can't find any information on how to do this or log a complaint.