4 Replies Latest reply: Apr 13, 2014 4:42 PM by Peter-AM RSS

    Trying this again as I'm getting no where with Adobe Support!!!

    DMS.Group Community Member
    DMS.Group Apr 13, 2014 4:24 AM

      This should have been really simple. I have submitted this questions three times now as well as two separate support tickets, plus a call to Adobe support direct and basically no help at all!!!

       

      I need to rename our premier partner site post a merger which resulted in a company name change. I have updated the Adobe ID with mixed results (some parts of the service reference the old name (e.g., Kuler) and certain support services now say that the email address is not associated with that service (really helpful when you need to actually get support).

       

      I contacted Adobe support by phone only to be told that I needed to raise a ticket - not a problem more than happy to follow proper process! So I did that then I got a response which did not address the issue at all and basically said that if it was "TOTALLY NECESSARY" (well it's a business people we only bother with the "totally necesary" and you would think that trading under a different name with the partner site - which is meant to be used for marketing purposes (isn't that what you pay your $2000 for ??? - would be kinda necessary!!!! I mean really?).

       

      Ok so moving, on I was informed that the case would be escalated to Level 2 technical support. Then I heared absolutely nothing for five days except an auto generated email saying the case was about to be closed as the period to provide more information had lapsed. Well I had added more information to the email several times so clearly the case was never escalated and the support staff have just put it in the to delete pile (confirmed by the fact that the case no longer appears in the active case list or the closed case list - I have the emails and the case number - so what happened to the original case??? .

       

      So What happened Adobe / Business Catalyst - your support used to be world class. Now you're right up there with Lenovo after sales service (non existant)!

       

      So being the persistent chap I am (plus this must be resolved otherwise the new CEO is going to go balistic) I will provide the information again in the hope that someone from support will do the right thing and address my technical problems (not to mention the serious issues with Adobe support services):

       

       

      Old site URL: veridicalconsulting.businesscatalyst.com

      Old user email: (this is the origina ladmin user id that was used to request the move): veridicalconsulting@me.com

      The new Partner Name: (this is the new Partner Portal name we want our partner site moved to): DMS.Group or DMS Group or DMS-Group depending on any naming convention restrictions.

      The new Partner URL: (the Partner's website address should be changed to): dms-group.businesscatalyst.com

      The new Partner user email: dms.group@icloud.com (since changing this email does not access the support website - error 4)

      Permission to rename domain: Yes I formally request to have my partner site renamed per the details above

      Previous Ticket number (which seems to have been ignored) 81737 and 82912 as I keep getting 5 day lapse notices even though I was informed that it would be escalated to level 2 technical support.

       

      Could someone please do something about this as it's getting serious and we don't want the CEO getting involved (former barrister) and I don;t need the headache over what should be a relatively simple...ok this is what we are going to do....

        • 1. Re: Trying this again as I'm getting no where with Adobe Support!!!
          Peter-AM Community Member
          Peter-AM Apr 13, 2014 3:16 PM (in response to DMS.Group)

          Interested in similar.

           

          How does changing the Partner url and Partner domain effect client sites. (apart from parner id images needing repathing and replacement)

           

          eg.oldpartnerid.businesscatalyst.com  > newpartnerid.businesscatalyst.com

           

          clientsite.olddomainname.com  >  clientsite.newdomainname.com

           

           

          Does it mean the old domain would have to be maintained so existing dns records of client sites remain active?

           

          What other considerations are there with DNS and new client sites being created?

           

          This topic is probably reaching the timeline point of change of partnership / ownership, looking forward to response

          • 2. Re: Trying this again as I'm getting no where with Adobe Support!!!
            Liam Dilley CommunityMVP
            Liam Dilley Apr 13, 2014 3:17 PM (in response to DMS.Group)

            When you go into your partner portal, click your site and click edit on the domain your saying you can not edit the slug?

            • 3. Re: Trying this again as I'm getting no where with Adobe Support!!!
              Brett -Pretty Pollution Community Member
              Brett -Pretty Pollution Apr 13, 2014 4:19 PM (in response to Peter-AM)

              Hi Peter

               

              Renaming for the websites in your partner portal are fine. You just need to consider repathing as you've mentioned. You can do a find and replace to sort that..

              Remnaing for the Partner address I believe is a little more involved. It probably invoved Adobe Engineering. I think only Adobe could tell you how it affects the setup.  I believe you can't just rename the partner portal slug. Other things rely on it.

               

              But I can suggest that this isn't really in the scope of what Adobe are obligated to support. A partner program is purchased, they don't claim that it's customisable. But since you're a partner, Im sure if you're nice about it, log a ticket and ask Support to escatlate it to ACCOUNTS, then Accounts will be able to help. If you just ask support they will give you a dumb response and close the ticket. So ask to have it escalated.

               

              It'll mean that they may need to get engineering involved. Which takes the engineers away from developing BC.

              But I wouldn't allude to Barristers. It'll get you nowhere and this is your bag, not adobes.

               

              Brett

              • 4. Re: Trying this again as I'm getting no where with Adobe Support!!!
                Peter-AM Community Member
                Peter-AM Apr 13, 2014 4:42 PM (in response to Brett -Pretty Pollution)

                Brett, it was not me illuding to barristers, I primarily wanted to know about the client site subdomains. Not sure where you got the idea of barristers and me from?