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Does Adobe have any [knowledgeable] sales/technical staff? Any kind of support h#!!

Engaged ,
Dec 08, 2009 Dec 08, 2009

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There is something seriously wrong with Adobe!

I have been experiencing problems with Captivate 4 and Connect Pro. My lessons do not work when I upload a ZIP file that was packaged with the Captivate 4 SCORM packager.

I had a level 2 support issue created two weeks ago, plus two different Adobe employees offered help more than a week ago and I have not received a single answer from anyone.

Additionally, I am paying over $300 per month for a service (Connect Pro) and I cannot use it. I even attempted to contact Adobe Connect Pro through their "Request a consultation" service (https://www.adobe.com/cfusion/mmform/index.cfm?name=connectpro), at least, four times in the past two weeks. Nothing...nothing...nothing!

Calling one of their many numbers all seem to get routed to some place in either India or the Philippines and only one in ten calls seems to get me anywhere (that is how I eventually escalated my issue to level 2 support).

I think I just want my subscription money back and say good riddance to Adobe!

Question:

I recently sent a preliminary requirements e-mail documentation to a number of competitor LMS hosting organizations, such as:
interactyx, geolearning, learn.com, sumtotal, icslearninggroup, lectora, toolbook, etc..

Why was it so easy to send these organizations an e-mail, and within two days, receive a comprehensive reply... have several telephone discussions and even test some of them with my SCORM zip file. Yet, Adobe can't even reply to a single one of my emails... except for an acknowledgement that I have a support request.

Why should Adobe get my business any longer or EVER again?

My 'support' experience with Adobe is BY FAR the worst I have ever experienced EVER! No other bad support experience even comes close!

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Participant ,
Dec 11, 2009 Dec 11, 2009

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shawninvancouver,

Contact me directly at:  AChemey AT Adobe DOT com.

Regards,

Andrew

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Engaged ,
Dec 11, 2009 Dec 11, 2009

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Hello Andrew,

Thanks for your fantastic assistance. Adobe needs more employees like yourself and Matthew Rock.

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