Frustrations with responses to support cases

[JonBe]

Hi folks,

I have yet another case with Adobe Enterprise support where the initial responses seems more focused on throwing solutions at the perceived problem, rather than attempting analysis of the provided logs and details of the problem. I must add that this experience is replicated across a number of different vendors I have dealt with. I am sure the first responders have to respond and move on quickly to the next. My frustration is with the process, and how the emphasis is on responding quickly, and not with a considered review!

With Adobe Entreprise support however, my customers pay for the priviledge, and I have already done a lot of diagnosing. The product I mostly deal with is FrameMaker and the experience with case responses has been frustrating and generally the case has not been resolved.

My current issue is with a 32-bit package of Acrobat Pro created in the admin Console that fails to install with a 'Package deployment failed due to mismatch of OS arhitecture'. Installing a 32-bit version downloaded directly from Adobe works okay. I do not expect anyone to help with this problem, unless of course you know the solution.

Is my experience not the normal? Do you get a helpful response to cases that results in resolution of the problem?

I would be interested in experieces both good and bad!

Jon

[Ashish_Harrison]

Hi @JonBe apologies for the bad experience, could you please share the case id here so that we can connect with you and can assist you on priority? 

Thanks!

[JonBe]

Thanks @Ashish_Harrison I am happy to resolve the issue in the case itself. If I need to I will request escalation.

[Jeff_Coatsworth]

Have you been talking to the FM folks themselves (or the general Support people)? I've heard there's a bit of a difference when it comes to products like FM...

[JonBe]

Hi @Jeff_Coatsworth I have tried pinging TCS support directly in the past, however the experience has been about the same. I was on one beta with FrameMaker (2019) where you could have conversations with team members, and I have had interactions via bug reports in the bug tracker website. Other than that my customers and I mostly deal with sales folk.

My strong impression is that the FrameMaker team struggles for funding, and are doing their best to keep up. The issues with documentation are an example of this I believe.

Jon

[its-desktop]

Hello, did you ever get this resolved? Same issue here. I may just have to grab Acrobat Pro 32bit from their stand alone installer instead of building it through the admin console if there's no solution

[JonBe]

Hi,

Sorry for the slow response. Unbelievably 32 bit in the admin console refers to the operating system, not the version of Acrobat. So you will have to use the stand alone installer for the 32 bit version. Using 64 bit to build the package does result in the 64 bit version of Acrobat.

Jon