Appalling Support Changes with no Notice

Question

Where is Live Chat?
Help & Support brings me to Adobe, fine.  Submit case....get it.   But where is the white label help and support with my customers?  Its all Adobe, all the time now.  
As a premium partner, I expect communcations from Adobe on how to continue to conduct my business.

Answer 1

Gday BC users and staff
At my rate of site creation—as a solo operator and premium paid partner since 2008—I won't have 100 sites for at least five or six years. My sense of value just decreased tremendously.
I would feel valued with premium partner live chat, and failing that solving my query, an escalation via a general support ticket for higher experience support. And if I had access to areas and knowledge that I wouldn't have as a free partner.
Now, that sounds like what everybody might want—a good question might be, 'who deserves higher support'?
I have an idea that might help. How about at the closing of a support case (whether live chat or otherwise), the case is categorised according to the problem and solution. This would have to be agreed to by both parties. For example:
- bug (BC responsibility)
- how does this aspect work (the user doesn't yet know)
- somethings broken (BC is broken)
- somethings broken (the partner/user just stuffed something up)
- somethings not working (nobody knows the answer)
- is this possible, no, put it on the wishlist (BC responsibility)
- is this possible, no, put it on the wishlist (new idea)
Whatever terms and categories are used, they could be useful for dividing the support clients up into further groups. Then those groups could be assigned varying levels of support.
Let's say I'm a premium partner but I'm always asking things of support that could be solved quickly by looking in the knowledge base. At the close of each post, the categorisation and any data (such as KB links) could reflect this. If I'm constantly asking things that I could have learnt by a better channel, but instead am a drain on the support staff, then perhaps I should be moved into another category of support.
On the other hand, if my support queries often show a high amount of situations that did actually require a high level of knowledge and experience, then wouldn't that suggest my particular style of working requires that higher level of support?
In reality, people move between diferent aspects, but perhaps there's something in there that might trigger better ideas from other people. Surely there's a way to measure the case in some way and adjust my overall support package accordingly?
cheers
Darryl