what is the best way to escalate product bugs?

Forum|Forum|1 year ago
April 26, 2024
2 replies
1188 views

I have a case that is definitely a software bug but customer support is too stubborn to acknowledge it or even pass on the information to your engineering team. Not to mention the hours wasted speaking to multiple frontliners who cant even understand.

What is the best way to get any attention from devs ?

Modern Acrobat

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T

thestruggleisrealAuthor

Participating Frequently

It actually says here on your product page that adobe subscriptions come with "prebuilt integrations"
https://www.adobe.com/acrobat/pricing/compare-versions.html

but now your customer support team is saying that this is not true and only the free version and adobe acrobat pro DC has this feature. Getting very hard to tell who is telling the truth.

Abambo

Community Expert

It'Adobe's product page.

May be you show me with a screenshot where it talks about "prebuilt integrations"?

ABAMBO | Hard- and Software Engineer | Photographer

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thestruggleisrealAuthor

Participating Frequently

It's on that link, under the FAQ portion - "What's included in my adobe subscription?"
https://www.adobe.com/acrobat/pricing/compare-versions.html

This integration is readily available if you have a free adobe acrobat account (no license, no subscription). But the moment you add one to your account, the integration disappears.

Abambo

Community Expert

You need to use https://acrobat.uservoice.com to report bugs. You should first search the database, to see if it has been reported before. In that case, you upvote it so that the bug gets a higher priority.

ABAMBO | Hard- and Software Engineer | Photographer

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thestruggleisrealAuthor

Participating Frequently

This feels like protocol for your L1 or L2 tech support but I guess adobe employees are from a different world.

From experience, other software companies advise customers to:
1. reported the issue to customer support
2. CS reviews this reported case and passes on to technical support
3. TS does first-hand contact, reproduces the issue, tries to resolve the issue
4. If resolution is not achievable, TS confirms whether it's a bug (through that bug report page) or intentional

I currently have an open ticket that is supposed to be at step 4 above, but dealing with your CS and TS teams is the most stressful experience i've had in my entire decade-long career. Absolute garbage.

Luke Jennings3

Community Expert

Can you describe the issue you are experiencing? perhaps you are not the only one and somebody has found a solution or work-around.

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