What is wrong with Adobes Connect support channel?

Report · Jun 23, 2009

Hi,

I'm an Army captain here in south Afghanistan and we purchased a $186,000 Adobe Connect solution, $43,000 of which went to support?

Platinum support I believe it is.

For our money, a support ticket I opened 4 days ago has been left unanswered.

It's difficult to call because we use a defense phone system so I have to call to the US then get the call routed to the "Toll Free" support number for Connect somewhere in India.

Between an Indian accent and a spotty phone connection and a limit of 15 minutes call time limit, I got almost nowhere.

So, where did my $43,000 go?

Where is the level of support I'm supposed to get for American tax payer dollars?

For that kind of money I'd expect at least for my trouble ticket to be answered.

Case #0181004909 involves some configuration issuse but mostly it's about why, when I click the navigation buttons on the top of the page, the server web browser hangs and I have to end the task with task manager.

The server is a brand new, top end Dell dual Xeon server with 16GB of memory.

The server is in the server room 20 paces away so it's not a network latency issue.

It's not the server hardware issue.

The client end runs a fully patched XP install with internet explorer 7.

So, I guess this thread involves our sad state of support AND the technical problem with the server.

If things don't change, don't expect this Army command or anyone I talk to to be interested in a $43,000 support solution.

Angry in Afghanistan,

CPT Greg Miller

Report · Jun 23, 2009

Hi Greg,

I'm truely sorry to hear this. After looking into this more it appears you were calling the main support line. You will be getting a call from your dedicated support person shortly.

As far as for the support issue you have described here I can tell you that it is not a common issue, I suspect either a program conflict or a security related issue, in either case we will work with you to solve the issue as quickly as we can.

Thanks,

Nick Calenda

Technical Response Team, Connect

Report · Jun 23, 2009

This is a nice respone but it doesn't do anything for the problem.

1. I called the Adobe Connect support line but since I'm in Afghanistan the time difference means the support desk is not open despite advertising the program as 24/7.

2. We cannot be called directly because we use DoD Phones not ordinarily accessible by the genearal public.

3. We're going on day 5 without a solution or even response.

I'm not sure what's causing the problem we're seeing.

I log on, I click "Administration" and hangs long enough to have to "End Task" with "Task Manager" in Windows.

If I wait long enough, the browser will eventually go to the desired location.

This delay makes working on the server unworkable when working on user accounts, creating meetings or simply going back and forth between pages.

What's worse is, they aren't responding to the open ticket.

Again, what are we getting for the $43,000 we spent on the "Platinum Support" program?

This is tax payer dollars.

Report · Jun 24, 2009

Hello Greg,

I sent you a message yesterday regarding the correct support channels, support contract information, and also reached out to the primary contact on the support plan so we can establish the appropriate workflow for directing your support inquiries. Please check to see if you got my email and reply back to let me know that you have gotten this. I am also waiting to hear back from the primary contact on the support plan for your organization.

I included an action item for you in there, as well as my take on what I think is causing the problem. Please let me know.

Thanks!

Jim Johnson