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nferrara100
Currently Being Moderated

Does Adobe actually have tech support?

Feb 18, 2013 8:48 PM

Tags: #helpdesk

I have been waiting on hold for 6 hours 20 minutes and counting. Is there light at the end of the tunnel? Or is this just an endless hold loop?

 
Replies
  • Currently Being Moderated
    Feb 19, 2013 12:15 AM   in reply to nferrara100

    Seriously, you have held on for over six hours?

     

    First question to ask is what number you dialled and what country are you in?

     

    There was a problem with support but around two years back changes were made in the US for RoboHelp users and since then I haven't seen any complaints, in fact not too long back someone commented on how quick they got a response.

     


    See www.grainge.org for RoboHelp and Authoring tips

     

     

    @petergrainge

     
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  • Currently Being Moderated
    Feb 19, 2013 3:21 AM   in reply to Peter Grainge

    I should have added, is it something the forum can help with?

     


    See www.grainge.org for RoboHelp and Authoring tips

     

     

    @petergrainge

     
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  • Currently Being Moderated
    Feb 19, 2013 3:24 AM   in reply to Peter Grainge

    I just checked with an Adobe contact. When you started the call, did you press the appropriate key for RoboHelp when asked to choose your product? That is important as it takes you to a dedicated line where there have been no queueing issues.

     


    See www.grainge.org for RoboHelp and Authoring tips

     

     

    @petergrainge

     
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  • Currently Being Moderated
    Feb 19, 2013 10:43 AM   in reply to nferrara100

    I can see the confusion.

     

    Did you eventually get through? If not I will see if my contact can notify the appropriate area. As a moderator I can access your email address and will pass that on.

     


    See www.grainge.org for RoboHelp and Authoring tips

     

     

    @petergrainge

     
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  • Currently Being Moderated
    Feb 19, 2013 12:16 PM   in reply to nferrara100

    I don't know the normal wait time for that product but I do not believe it would happen with any product.

     

    I will email my contact and ask if he can track down the right area.

     

    By all means try again as nothing will happen today. All three parties in this are in different time zones.

     


    See www.grainge.org for RoboHelp and Authoring tips

     

     

    @petergrainge

     
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