How do you get Adobe support?

PM
Posted By
Pete_Marshall
Jun 4, 2005
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319
Replies
5
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Closed
Great as this forum is, it does rely on other users knowing the answers or the occassional Adobe person chosing to intervene. When you and others have posted questions on an issue but no other user can help and no Adobe person offers advice what should you do?
I have been trying to get answers to "Missing tokens error message when clicking Web Gallery option" for some weeks know. I have posted twice on the issue and notice several other postings on the same matter. Non of which have been satisfactorally solved. i am all for users solving their own problems, its called "open source software" and its free. As far as I know Photoshop isn’t free and I expect some answers. As far as I can see,unless I pay extra for support, the only real support Adobe offer is here.
Adobe do loads of good things, seminars etc. but support for problems isn’t the best part of it. I hope they aren’t going the way of microsoft.
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dave_milbut
Jun 4, 2005
pete, the only other way is to pay…

<http://www.adobe.com/support/expert_support/main.html>

dave
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Don_McCahill
Jun 4, 2005
My understanding is that when the problem you have is caused by a bug, you won’t pay. But if it is caused by the way your system is configured, which is the overwelming number of cases, then Adobe charges you for fixing your problem. You don’t expect to have a plumber fix your drains for free, do you?
PM
Pete_Marshall
Jun 4, 2005
if the plumber puts the wrong pipes in yes I do. If CS2 doesn’t work with my perfectly standard configeration then I should be told, don’t you think?
I have posted my problem, I have posted my configeration I have followed all the advice I can find on how to set up my system but the problem persists. I think that sounds like a problem of Adobes making.
As soon as the Bridge came out there were loads of posts about both scripting problems and memory problems. Adobe engineers told us on this forum how they had tested on hundreds of different systems but had not seen these problems. Three weeks later bridge 1.01 is released to deal with the problems that Adobe claim weren’t there in the first place.
using paying customers as beta testers, dosen’t that sound like microsoft?
DM
Don_McCahill
Jun 4, 2005
If CS2 doesn’t work in your perfectly standard configuration, then I suspect that you would not be charged for support. But I rather suspect that Adobe checked that the program "does" work in standard configurations, and that you have something different from what they tested in. What might seem standard to you may be unique to others.

Often other software or hardware is the problem that is uncovered by support … I just read a message here where someone had a problem that was solved as soon as the Genuine Fractals plug in was disabled. Adobe cannot be expected to provide support for other people’s software, nor to guarantee that such software will work in future versions. Ditto with device drivers and other software.

I would be willing to bet that there is something in your system that is different, something that Adobe did not put there, that is causing your problem. If you want an Adobe engineer to solve that problem for you, it will cost you. In the rare case that the problem was caused by something Adobe did, they will generally waive the support charges.
PM
Pete_Marshall
Jun 5, 2005
Adobe have a responsability to beta test their software and advise on what will and what won’t work with their products. They may not be able to cover all configerations but they can and do test with most. This is nothing to do with a third party plug in working or not working. That is clear the first time you use the software. This is a Adobe error message, written by an Adobe software egineer which they do not explain.
Any error message should either be explained in the help system or support (which is what I have paid for by purchasing the software) should explain what it means.
I have posted the error message (as have several others), I have posted my configeration, but I have received no expanation as to what the error message means. I have purchased they right to use the software, however it dosn’t work. The software worked in CS1 but not in CS2 nothing has changed in my software between the two versions. All I want to know is what the error message means and then I will sort the problem out myself but no body from Adobe choses to respond.
It does apear to me that Adobe think they have got a monopoly in the market and can no ignore their customers. I brought the upgrade immediatly it was released I won’t be doing that again.

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