Indeed there have been many different reports of support issues. I believe the support was outsourced a while back. There have been enough complaints lodged that Adobe issued an appology letter. You may view that by clicking here.
My Status Bar clock is reporting to me that it's 12:15 AM presently in India. So if one of the calls ended up there, it's not too surprising that you may have awakened one of the reps!
Not sure what to advise here other than to submit a Bug Report. Once in a while a Bug Report will result in one of the development team contacting you for more detail.
Wish I had a magick bullet for you... Rick
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Thanks Rick... I wish you did have something... magical or magickewl!
But time zones are no excuses for sleeping on the job. They are hired to support a North America which lies in those wee hours. I had to do the same years ago and it requires changing your sleep patterns.
Anyhow, the greater problem is when they don't appear to know the product you are calling about. There is excellent support available in India and but I suspect Adobe
Update: After about 1 1/2 hours in a new phone call, I finally spoke with someone who was willing and technically competent enough to help out.
It turns out that I did not receive an email from customer service because Adobe had my email address spelled incorrectly. Let's see where this goes next.
>Not sure what to advise here other than to submit a Bug Report. Once in a while a
>Bug Report will result in one of the development team contacting you for more detail.
Yes, I had submitted this as a bug report and no reply.
LOL, I wasn't being apologetic for the sleepy sounding voice. Just making an observation.
I come forom a technical support background. I worked in a call center for a number of years. And I can attest that regardless of the call center, regardless of location, it's always "luck of the draw" with the customer experience. You see call center reps that really could care less. They are only there because they need a paycheck. They do nothing more than absolutely necessary to scrape by. One former co-worker would always come ask my buddy and I how to solve issues. Once the call was over, back to playing Tetris she went. Another popular request was "reboot and call back if that doesn't work". Can't tell you the number of times I receved the second call. Grrrr
I eventually moved to a role where I supported the call center hardware. I got calls to fix "Non-system disk or disk error" on bootup. I'd walk out and pop the floppy disk out of their system and watch it boot. And that's the type of call *THEY* were supposed to resolve for customers calling in!
It's really quite amazing to watch common sense just take a leap out the nearest window sometimes. But I digress.
Best of luck to you with the support... Rick
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Ha! I know you were not being apologetic. :-)
But it was interesting to learn a little bit about your past experiences. My experience was similar, especially about useless co-workers. It's really, truly sad that these people are allowed to work in such positions and then hurt the reputation of the organization. Worse, the good workers rarely receive any acknowledgement from management. That is why I have a personal philosophy of always sending a thank you to the supervisor of a technical support group, when I receive exceptional help.
Anyhow, thanks as always for both your support and sympathy over the past month! :-)
Can you please check your private messages folder. I have sent you a message sometime ago.