Guys, is there any support at all for BC partners? It's bloody ridiculous - my case has been prompty marked closed with a completely useless asnwer (I doubt that "support" person actually read the case). And there is no way to reopen it as all the links to "previous cases" etc are broken and the support email is "no-reply".
So this is the standard of support we can expect from Adobe we might as well bail to some other provider that can actually help us not look like incompetent fools in the eyes of our customers.
All cases when replied get marked as that, bit silly in terms of the system functionality but they are not closed. As soon as you reply it will re-open.
Send me Private message on the forums of what you sent them and your reply and I will see if I can help.
Sorry to hear about your troubles within your existing case.
There's quite a few options to reach support via case, chat, or here within the community forums. If this is a partner related issue/concern as an upgraded partner you should have the option to access the private partner section as well.
If this is something we can help with here please let us know and we'll assist further.
Sidney and Liam: I am a Platinum partner (for what it's worth nowadays) - I get the same crappy support interface as any regular user. And the email replies would indeed reopen a case before, but now they seem to get sent from a new, no-reply address. Frankly, I don't think I should go kick up a fuss on a forum when I have an emergency case, it's just not the appropriate way of getting things done. I would expect to get some support properly, the first time around, by opening a case and getting the proper amount of attention until it is solved.
Now to the actual problem (not going DM since other people might have the same issue): I have an upgraded site serving a "coming soon" page and used for email campaings. Because the client was using the campaigner frequently I did not want to deploy and test the final site on the same domain, so I put it on a new staging domain. Now the site is ready to go live and I need to transfer the upgrade from the "Coming Soon" implementation to the new one.
The provided "solution": to migrate the new implementation, apps included, manually to the existing domain. I really doubt that's the best solution available, but then again I don't know since I can't reply to my case. Frustrating to no end, and I need to go live on Monday early morning (case created two days ago).
By the way Sidney, I can't actually access your DM either (although I got an email notification) because I get this:
"It appears you're not allowed to view what you requested. You might contact your administrator if you think this is a mistake." Yet another broken link.
The partner id is firstname.lastname@example.org, Limeshot Design.
I understand your concerns and I'll check on the process of closed cases. Strange that you cannot send a private message back havent experienced with anyone else thus far.
Regarding your actual problem it sounds like you have two sites. One live and the other in trial but you want the trial to replace the current live site.
If this is the issue there's really only two options that I can see.
- Either migrate the existing files from the trial site onto your existing live site.
- Cancel you current live site then upgrade the current trial site.
Please let me know if I'm missing anything.
I've also approved your access to the partner forums.
I thought about option 2 - but the problem is the client went live on a special and paid upfront for a year. How do we go about addressing that, I can't ask them to scrap 400 dollars and pay it all over again, can I.
Why didn't I have access to partner forums though, given that I have been one for years now?
In this case I'll reach out to our accounts to see what can be done in this case. Can you provide the case number that was closed so I can have accounts look into any alternative options for you.
The forums is completely new (literally this week) so you are gaining access with others are as well.
Case number was 0183222644.
I kind of figured out the forum went through an update, but gosh could this migration have been done in a more smooth manner. A bit of information would have been nice. Anyways. At least if I can get the current problem solved.
Sidney, hi again: someone from BC replied with the same solution again (manually migrating all the new site elements), offering the argument that the discount wouldn't continue anyway if there was any change in the selected plan or billing frequecy. Which is patently not valid as an argument, since I am trying to MAINTAIN the plan, not change it.
I would love to reply, but the email states, again, that
Note: This email address cannot receive messages.
Please do not reply to this email.
And clicking on the case link brings up the famous error message again (clicking on the "Customer Service Form" brings up the same page. So how can I reply to this case?
Please try your request again. If you continue to receive this error, please report it using our Customer Service form.
We will report the issue to the team that supports the adobe.com page.
Regarding the case, is it the same as before? (0183222644)
If yes, I will ask the accounts colleagues to check it out again and support you.