So frustrated with support (or lack thereof)

Report · Mar 31, 2010

I've been working for two years to convince my management to transition to FrameMaker (we've been an Interleaf/Quicksilver shop for 15+ years). After making the committment about 6 months ago, we purchased all sorts of licenses for all sorts of Adobe products, we have been actively transitioning.

At the end of February, we discovered an issue with LOTs and LOFs and submitted a support ticket (ticket actually dated 3/2). As of today, I have spent a total of 13.5 hours on the phone (mostly on hold) and we still have no idea of a solution or status on this issue. Over 4 weeks and no committment in sight, is this the support we can expect from Adobe?

If so, I may have made a grave mistake in selling this transition -- as horrible a product QS has been over the years (IMO) and as expensive the support is, we have never had this type of issue with them.

Have I made a major mistake?

Report · Mar 31, 2010

Mike,

What is the problem with the LOTs and the LOFs? Maybe someone on this forum has a solution.

Van

Report · Mar 31, 2010

There is a thread here on the forum and some folks have given it a look. There is only a work-around (which is to not allow tables to float). We have to be able to let the tables float, so the work-around we are using is to manually adjust the LOT and LOF after generation to put the items in the correct order.

The gist of the problem is that when tables are set to float, if more than one end up floating to the same page, generation of LOT and LOF may end up out of order. The issue has been "bumped up to the second level" according to Adobe and we've supplied a sample book, but it is widespread in all of our documentation and it is a pain to manually adjust the LOT and LOF after every generation (and there is concern that this manual process may end up with mistakes).

Report · Mar 31, 2010

Mike,

If it's the float issue with tables, then you're probably SOL. AFAIK, it's been wonky from the get go, so I don't think Adobe can you give you any answers to this. You might want to connect with Rick Quatro at http://www.frameexpert.com to see if he has (or can create) a scripted solution for this.