Comparison of RH7 to the "F" word - Flare 4

All,
This is my first post and it's a doozy. I am the sole
technical writer at the business unit of my company. Our next
version of our main software product is moving to the .NET platform
which will require an overall of all documentation, including
screenshots, icons and procedures. I currently create online help
(in RH6) and printed installation and reference guides (in Word
2003). A lot of the same information is in the online help and the
printed reference manuals. I recognize the need for single-sourcing
and other technical writers in our corporation use Flare. My goal
is to enter/revise the information ONCE and then reuse it in the
online help and the printed documentation.
So here is the $64,000 question: How does RoboHelp 7 stack up
feature-by-feature to its arch-nememsis Flare 4? I apologize in
advance for using such profane language here. :D
Unfortunately being the sole technical writer doesn't give me
the time to evaluate both versions so I was wondering if anyone
knew of any resources that have done a direct feature comparison
(i.e. Feature X, Flare 4: yes, RH7: no).
Any help, suggestions, and comments would be greatly
appreciated.
Greg Davis
Senior Technical Writer
Consona ERP

Hi Peter:
I have no confidence in RH because I pay $1600 a year for
technical support and can't get support. There is such a disconnect
between ADOBE and their customers who do have RH. Let me correct
myself we have RoboInfo. We have had Robo for the past 5 years. For
the past 2 years when we have needed support and I call them they
never have a record of our service contract. After I send them the
information (after I've been transferred around the company at
least 5 times, and am always transferred back to the first person I
spoke to and put on hold longer and longer each time) then their
standard response is to un-install and re-install. You would think
that I would learn that after 2 years of this we wouldn't pay any
more $ for support and just un-install and re-install to get it
working. But now we can't uninstall and reinstall because then we
lose it altogether because we can't get activated again. I
suggested that they come up with a bogus default activation code
that will work or be able to download the software from their site
but have them remove the activation need from the program.
And being a paying support customer it would have been nice
for them to let us know that they would not support our product or
our version of RoboEngine any longer and not wait until our
RoboEngine crashed and then we found out they wouldn't support our
product any longer. We have to re-boot our servers every hour (or
more) during the course of the day because it crashes.
I truly in my heart believe that this is not a product they
really want to have in their cache of products, it is just one they
inherited and they do not really care about it.
I tried to look at past posts in the RoboInfo community in
order try to solve our problem, (I figure the historical files in
the forum may be able to give me an idea because we can't be the
only ones having this problem) but the past posts are not
available. In general discussion it says there are over 200 posts,
but when you go into it there are no posts, so what happended to
those old posts?
I am not saying that people on this forum flame each other,
but I sense a frustration with ADOBE that I don't see in the Flare
forum. The good thing in this forum are people like you who are
experts with RH are more helpful than the tech support people.
Maybe Flare won't be better and maybe it will. I have a
conference call set up with them and I am also setting up a
conference call with ADOBE for information to upgrade to 7.0. If we
go with the upgrade to 7.0 I can tell you now I will be giving the
technical support job (calling ADOBE) to one of my other
co-workers.
Customer service is very important to me. I remember the days
when you called ehlepTechnical Support and weren't transferred or
put on hold, and the standard answer wasn't "uninstall/reinstall."
They knew the product they were helping you with.
Sorry to vent, but we are getting killed today with e-mails
because our servers are crashing more than yesterday and our
customer service people are frustrated because they can't do their
jobs fully without the system so we feed them the information they
need since we can get into the projects manually.

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