what is going on with technical support?

Report · Aug 17, 2009

I have been on the phone for over 2 hours trying to get ahold of technical support. Then I get disconnected and need to dial back in.

What is going on with technical support? The handful of times when I needed to open a trouble ticket with ADOBE, it was a reasonable amount of time.

I hope this is not an indication of the current direction of the company. I have used Coldfusion for over 8 years and have never had such a horrible experience.

Report · Aug 17, 2009

I give up and will try again tommorrow. I am really disappointed in ADOBE right now. I have only gotten as far as the level one person. Hours of wasted time.

Report · Aug 17, 2009

I wish I could help you but I am having the same problem. I was on hold twice for 30 minutes and got disconnected. The next time I called I got a message that said "We will be updated our customer support system May 3 and will be temporarily offline during the process" Then again, I was disconnected. May 3rd? Adobe charges top dollar for their software and you can't even call them for support. Anyone know what's up?

Report · Aug 18, 2009

This is my second day in a queue with Adobe. I have waited all morning listening to really crappy in queue music. It is now noon.

I have a service contract with you and this is what I get? This wait has been worse then any queue I have needed to sit in with Microsoft.

Can anyone from adobe step up and tell us what is happening?

Report · Aug 18, 2009

Another day sitting in the ADOBE queue. It have been on hold an entire work day.

Report · Aug 19, 2009

Try calling the sales line; I did this today and was amazed how quickly I got to speak to someone in America who speaks English. Although my questions were not technical they did help me. I've tried this method before with other companies and they were able to route me to the correct people to help me with my problem without any waiting. Just an idea. Good Luck!

Report · Aug 19, 2009

This information is a couple of years old, so I can not vouch for how current it is. But it may be worth a try.

ColdFusion's Dedicated Account Managers

October 9, 2007

http://www.forta.com/blog/index.cfm/2007/10/9/ColdFusions-Dedicated-Account-Managers

Just a reminder (especially for those of you whose experiences when calling Adobe sales regarding ColdFusion were anything less than stellar) ...

Adobe has dedicated ColdFusion Account Managers (in the U.S. and Canada), all they do is ColdFusion, and they can help with purchasing, EULA and pricing questions, and more. Here are the contact details:

For users in AK, AR, AZ, CA, CO, HI, IA, ID, IL, KS, LA, MN, MO, MT, ND, NE, NM, NV, OK, OR, SD, TX, UT, WA, WI, WY (West of the Mississippi), ping Jason Graves at jgraves@adobe.com or call (858) 847-7541.
For users in AL, CT, DC, DE, FL, GA, IN, KY, MD, MA, ME, MI, MS, NC, NH, NJ, NY, OH, PA, RI, SC, TN, VA, VT, WV (East of the Mississippi) as well as Eastern Canada & Ontario, ping Dominick Conte at dconte@adobe.com or call (858) 847-7451.

[revised]

Report · Aug 20, 2009

Yes, on day three of trying to get through to technical support, I called sales and bitched. They had me in touch with a qualified technical person within minutes.

The tech support number on the website was totally worthless.

Nice job to Sales!

Report · Aug 11, 2010

The support from Adobe is only getting worse. Many editors that switched from Final Cut to Premiere are regretting it now because of the in your face policy of no tech support tech support. I have tried to speak with someone in corporate and they are too chicken or are just not interested in speaking with their customers.

I have never got an answer without the droid on the other line putting me on hold for minutes after minute. After the person comes back on the phone, they still don't have a clue and it is back on hold again.

Bye bye Adobe, your company officers are idiots.

Paul J

Report · Aug 23, 2010

> Many editors that switched from Final Cut to Premiere are regretting it now because of the in your face policy of no tech support tech support. I have tried to speak with someone in corporate and they are too chicken or are just not interested in speaking with their customers.
I have never got an answer without the droid on the other line putting me on hold for minutes after minute. After the person comes back on the phone, they still don't have a clue and it is back on hold again.
Bye bye Adobe, your company officers are idiots.

This thread was about ColdFusion technical support---which isn't my area---but the above comment is about Premiere Pro technical support, which is my area.

If you bring questions and issues to the Premiere Pro forum, we can help.

My entire job is to help people with Premiere Pro and After Effects on the forums. I hope that you'll see from that fact some reason to believe that you shouldn't give up on Adobe software or Adobe Technical Support.

Report · Aug 25, 2010

Big Kudos to Todd for stepping up and not simply ignoring a passive-aggressive cry for help.

Report · Aug 25, 2010

Todd_Kopriva wrote:
If you bring questions and issues to the Premiere Pro forum, we can help.
My entire job is to help people with Premiere Pro and After Effects on the forums. I hope that you'll see from that fact some reason to believe that you shouldn't give up on Adobe software or Adobe Technical Support.

Interesting. So, Todd, why do Adobe provide in-house forum support for some of their products, and not others?

I'm pleased for the Premiere Pro users, but it does kinda suggest we CF users are second-class citizens. Which isn't very nice. Is it?

--

Adam

Report · Aug 25, 2010

> So, Todd, why do Adobe provide in-house forum support for some of their products, and not others? I'm pleased for the Premiere Pro users, but it does kinda suggest we CF users are second-class citizens. Which isn't very nice. Is it?

We're trying it out for a couple of products to see how it works out. So far, I think that it's working out pretty well. I don't think that you can claim that this demonstrates that ColdFusion is second-class, since we're not yet doing this for Photoshop or Flash or Acrobat, either, and no one would think of calling them second-class.

Report · Aug 25, 2010

I see. Fair enough, and I take your point about the "second class" comment. Hopefully it works out: we could use some help on these forums from you guys (hence answering the questions, I mean).

Cheers.

--

Adam