Does Adobe actually have tech support?

[nferrara100]

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?

[Peter Grainge]

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.

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See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

[Peter Grainge]

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

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See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

[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.

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See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

[nferrara100]

I apologize, I miss posted this in RoboHelp but meant Speed Grade.

[Peter Grainge]

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.

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See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

[nferrara100]

No, but I did not stay on much longer.  Is this normal or did I probably encounter a tech issue?

[Peter Grainge]

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.

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See www.grainge.org for RoboHelp and Authoring tips

@petergrainge