My 6-Week Nightmare With Adobe Support http://www.franknjohnson.com/~franknjo/index.php/site/comments/my_6_week_nightmare_with_adobe_support/ My 6-week nightmare with Adobe's customer support. en-us frank@franknjohnson.com Copyright 2010 2010-01-17T;00:33:00+00:00 Comment by Frank frank@franknjohnson.com An update to this post. Today, my problem installing Adobe Presenter was finally solved. Adobe’s Tier 2 support contacted me by phone and walked me through the installation process which was successful. While I still believe that Adobe’s support processes desperately need revamping, I do want to publicly recognize the efforts of their Tier 2 support team today and publicly bring this saga to a close - it’s only fair. An update to this post. Today, my problem installing Adobe Presenter was finally solved. Adobe’s Tier 2 support contacted me by phone and walked me through the installation process which was successful. While I still believe that Adobe’s support processes desperately need revamping, I do want to publicly recognize the efforts of their Tier 2 support team today and publicly bring this saga to a close - it’s only fair.

]]> 2010-04-18T;22:28:08+00:00 Comment by Tracy Moisan tmoisan@adobe.com Frank, I sincerely apologize for the experience you’ve had in trying to resolve the problem you’re having with installing Presenter. Senior representatives from our escalation teams are currently reviewing the information that you provided, along with the notes from your previous cases to determine if a new serial number is all that’s required, or if additional steps are needed.  You have my assurance that I am personally taking responsibility for ensuring this is resolved.  I will be in touch with you directly today. Tracy Moisan Adobe Frank,
I sincerely apologize for the experience you’ve had in trying to resolve the problem you’re having with installing Presenter. Senior representatives from our escalation teams are currently reviewing the information that you provided, along with the notes from your previous cases to determine if a new serial number is all that’s required, or if additional steps are needed.  You have my assurance that I am personally taking responsibility for ensuring this is resolved.  I will be in touch with you directly today.

Tracy Moisan
Adobe

]]> 2010-04-18T;22:28:08+00:00