So frustrated with support (or lack thereof)

I've been working for two years to convince my management to transition to FrameMaker (we've been an Interleaf/Quicksilver shop for 15+ years). After making the committment about 6 months ago, we purchased all sorts of licenses for all sorts of Adobe products, we have been actively transitioning.
At the end of February, we discovered an issue with LOTs and LOFs and submitted a support ticket (ticket actually dated 3/2). As of today, I have spent a total of 13.5 hours on the phone (mostly on hold) and we still have no idea of a solution or status on this issue. Over 4 weeks and no committment in sight, is this the support we can expect from Adobe?
If so, I may have made a grave mistake in selling this transition -- as horrible a product QS has been over the years (IMO) and as expensive the support is, we have never had this type of issue with them.
Have I made a major mistake?

There is a thread here on the forum and some folks have given it a look. There is only a work-around (which is to not allow tables to float). We have to be able to let the tables float, so the work-around we are using is to manually adjust the LOT and LOF after generation to put the items in the correct order.
The gist of the problem is that when tables are set to float, if more than one end up floating to the same page, generation of LOT and LOF may end up out of order. The issue has been "bumped up to the second level" according to Adobe and we've supplied a sample book, but it is widespread in all of our documentation and it is a pain to manually adjust the LOT and LOF after every generation (and there is concern that this manual process may end up with mistakes).

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Unable to access CC assets and VERY frustrated with support

I just spent a fruitless hour trying to discover why I am unable to access my assets on the Creative Cloud. CC acts as if my membership isn't current, in that I see a folder of mine, but when I click on it, it disappears. After an hour with support I was unceremoniously disconnected and don't have the fortitude right now to start over again. Is there any chance of speaking with a U.S. based support person who speaks intelligible English?

David, thank you for your response. I recognize you as one of the
helpful people on the forum and gather that you are an Adobe employee.
With respect to the problem I wrote about: The following morning
everything was working normally again. During the several days that I
was having the problem, I did try accessing CC via two different
computers and on 2 different browsers, all with the same result. My
impression was that CC was treating me as though I was someone whose
subscription had lapsed. I could see that the folder I had created for
image files was there on my screen, but when I clicked to open it the
folder would disappear. So I'm guessing that CC had incorrectly changed
my status as a subscriber and then somehow this got corrected. In
reviewing the forum issues, I haven't seen anyone complain of exactly
the same problem.
I would also like to say a word about Adobe support. As a loyal
purchaser and user of multiple Adobe products for the past 15 years, and
also as an Adobe shareholder, I find the current trend in support to be
very disappointing. I have had minimal need for support over the years
but had always had good service until recently. After subscribing to CC
I had occasion to seek help from Business Catalyst support which was
just as frustrating and unhelpful as my attempt to obtain CC support on
8/3. The forum seems to be able to solve some problems but it can't
always happen in a timely manner. I fear that the current status of
Adobe support, if my two recent experiences are typical, will serve to
drive customers away from Adobe.
I do thank you for your interest in my problem.
John

Extremley Frustrated with Apple's lack of being able to update my password!

So, my problem is pretty self explanatory from the Subject heading. But here'e the whole story:
I decided to get a new ID for Apple because I got a new Ipod (my other one was stolen), and I ended up using the same password as the old ID (yeah, bad choice). So, I ended up having to change the password to something else. Little did I know, changing your password somehow messes up your account balance (the itunes giftcard amounts), so I have 69 cents left on my card, and for some reason, ever since I changed my password, it won't let me use the money!! It's not like I'm using a different ID (I'm using my new ID, also the one that I applied the recently bought gift card to) but it just doesn't recognize the money is there! I go to buy a song, so I click "buy" on one of the 69 cent songs, and after it asks for my password, it comes up with "insufficient funds" and leads me to where I can enter billing info so it can charge a credit card or something. I just don't get it!! The 69 cents is there, but I feel like it's somewhere in 'space'. The account does'nt recognize that it's there, but it is. And don't bother trying to tell me that sometimes it can get backed up in updating the giftcard balance, because I know how that works, and this isn't it. everytime i try to update it, it always will tell me that there is still 69 cents left. Plus, I did'nt even purchase any songs yet for 69 cents! Sorry for all that ranting. Please help though, it's frustrating. And most importantly I don't want it to happen again, in a case where I have a higher balance there, like 20 or 30 $ and have it not be able to be used (and gone to waste). :/ Thanks so much for reading, I hope you can answer, and if you are going through these same shenanigans, we can help each other out!

http://www.apple.com/emea/support/itunes/contact.html
Basic troubleshooting steps
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Hp support or lack thereof

I have a presario f700 under warranty and the usb ports stopped responding. When I sent it in,they diagnosed water/smoke damage which is entirely false. I was passed to 3 different "service techs"; I specifically asked the third one before I explained the dilemma. After arguing with her for a while she started the mantra over and said I couldn't talk to the service tech as they didn't have phones!!!!! So after lying to me that she was a service tech and lied that the service techs aren't allowed to have phones how am I supposed to believe them about the bogus diagnosis? The service tech I talked to about the problem originally was on the phone. The rest of the computer worked fine, except the usb ports.I guess the liquid/smoke was magic and just went to a certain area. I think they are trying to just get out of standing by the warranty, which is up in about two weeks. Anyway, I am trying to find out how to contact HP directly with an email to resolve this issue. I feel like the phone is just being passed around in a room to a different person each time, I guess whoever draws the short straw. They now want me to pay $750 to get it fixed. How do I actually talk to someone with authority?

I have just had the most frustrating time (3+ hours) with HP's so called Technical Support. All I was asking for was a part number...
eventually they tried to send me to phone support who will not answer anything about an out of warranty machine, even a part number, and they knew that, they were just trying to get rid of me without answering my question. It was only the volume of my voice with phone support which eventually got me a supervisor who (against their "can't help if out of warranty" rules) stated that that part had no number, it was part of the M/B and that I should take it to any technician and that "they" would know how to replace it. This was after hours of chat support. I was hoping to order the replacement so that I could guarantee a suitable and timely repair. I repeatedly tried to "buy" the part but they said they couldn't supply it
In the interest of this specific forum, a serious suggestion to HP on how to reduce customer frustration and complaints.
Put knowledgeable people on the phone and give them the tools they require to do their jobs, namely manuals and phones they can use to access other resources for the client, etc. Or better yet put actual technicians on the phone! Provide access to complaint forms for those who have been frustrated by the poor service, and hire some supervisor's who have the chestnuts to come to the phone and deal directly with unsatisfied customers. Then give them some resources to compensate those who have already been offended by the atrocious business practices of your suuport team and who have wasted hours of their own time getting no where due to poor service.
Seems to me the entire HP support team could use a trip to MacDonald's University!
I've posted the entire chat session in the following post so that others will know what they're up against when calling up Chat Support...

Technical Support (or lack thereof)

I was just trying to check, if there was new firmware available for my router (WRT610N-V2) but, when accessing the the Canadian download page, I encountered an error: The "Download" link simply did not work. I phoned the Canadian support line but the customer support representative was totally uncooperative.
I attempted to describe my problem to her but she simply did not believe me. I tried to get her to go to the web page in question, but initially she refused to do so. Eventually she said she did go to the page and described the page the way it "should" be. Since she was (supposedly) looking at the same page I was looking at and seeing something different from what I was seeing I started to get decidedly frustrated and asked for the direct download link of the latest firmware. She kept insisting there was no direct download link and eventually I ended the call.
Further research revealed the following:
The problem only exists on the Canadian site: http://homesupport.cisco.com/en-ca/support/routers/WRT610N/download
the equivalent European site: http://homesupport.cisco.com/en-eu/support/routers/WRT610N/download
and the equivalent US site: http://homesupport.cisco.com/en-us/support/routers/WRT610N/download
work perfectly fine
The direct download link fort he latest firmware for my router is
http://homedownloads.cisco.com/downloads/firmware/FW_WRT610NV2_2.00.01.15_20100913_US_code.bin
Cisco: You really need to work on the quality of your support! I encourage you to review the recording of my conversation with your Canadian support representative "Francis" and make some remedial education available to her: If I had been your normal average end consumer, after this "support" call, I would never touch a cisco product again.

At the time I triedaccessing the page from my main W7-64 computer under the latest versions of Firefox and Internet Explorer. I also tried it from my secondary XP machine in both browsers > All machines showed the page cut off right after the "Overview - Guide Me - FAQs - Forums - Downloads - Videos - Live Chat" Bar. When clicking on the Download tab, nothing happened - The entire download section, where it prompts for the hardware version - was missing. I just tried to access the page again and it now displays properly.

Bridge has never launched - Error code 6 on installation - So frustrated with "support" - HELP!

So, I'm going to rant just like everyone else here. It makes me feel better. I spent 11 HOURS on the phone with Adobe's foreign support team yesterday and still, nothing is resolved! At this point, I will not relent until my problem is solved.
Here's the deal:
I got CS5 Creative Suite Design Standard in October 2010 and installed it on my Mac. I have only learned to use Photoshop and really wanted to use Bridge, but Bridge would never launch. I always got an error that the program quit unexpectedly. I was reluctant to call Adobe knowing I would be on the phone forever. Little did I imagine 11 hours!
Yesterday, I finally called. They said that my initial installation must not have been successful due to permission issues. After 5 people I couldn't understand well and 5 disc uninstall/re-installs, I am still getting the infamous "exit code 6" error upon installation. Photoshop still works, but not Bridge. They said that exit code 6 is a known issue but that it is a generic code and could be caused by many things. The latest thing they asked me to do (at 11PM last night) was send them the error logs from the installation. I did and it could take 24 - 48 hours for them to analyze & respond. I personally don't think they will ever call me back, so I will have to hound them again today.
I don't understand why installing software has to be so freaking hard! The won't give me a new disk to see if I have a bad one, but they say that reading these error logs and acting on them always resolves the issue. Why they didn't say that in hour 4, I don't know.
Has anyone else had this issue? Please tell me what you did to solve it!

Here is a link to Error 6 on a Windows machine. Although a different OS there may be similarities with your problem. Might be worth a read.
It is a long thread but look at post #136 for sure. The fellow solved his problem, in his case a conflict with the anti-virus.
Hope this helps to get you up an running.
http://forums.adobe.com/thread/629188

Extremely Frustrated with Purchase and Lack of Customer Service

I purchased an LG TV on 10/10 for $679.99 10/10, a week later I saw that Dell had the same television for $479. I called to Best Buy customer service and tried to price match. The man that I spoke with said no problem and that he would forward this request to the appropriate department and that I would see the difference refunded in 7-10 business days. Well 3 weeks went by and I had not received any type of refund. I then had to switch banks due to other unforseen circumstances. I have been trying to get the refund to either my new account or in the form of a gift card. I went to the physical store I purchased the TV at and after about an hour they told me that I just had to call 1800BESTBUY. Well I have been on the phone with them 4 separate times all being told different things. The first lady was actually very helpful, was on the phone for about 45 minutes and then the call dropped after we were finally getting somewhere and I never received a call back. So I called you guys back and after a ridiculous hold time someone just told me that I would have to wait 72 hours for some sort of resolution and I have no idea what the hell is going on now. I am currently talking with someone right now and she just keeps putting me back on hold trying to figure out what the hell is going on. I am just fed up listening to the holiday hold music and need something done about this immediately. Whether it be a refund to my new bank account or a refund in the form of a gift card, I do not care because it will just be spent on Christmas gifts from Best Buy either way. I am just so sick of wasting my time being on hold on 4 separate phone calls, each long with no resolution whatsoever. If it could expedite anything the case number I have received is {removed per forum guidelines}.
Robert {removed per forum guidelines}

Hi rmpagejr3,
I'm so sorry you've had to spend so much time and effort on your price match request; it is certainly not intended to be such a chore for our customers. I was glad to see that Heidi from our Facebook team reached out to you last week. Please let her know if you require any further assistance.
Regards,
Elizabeth|Social Media Supervisor|Best Buy® Corporate
Private Message

Frustrated with lack of help!

I up graded my phone to an iphone 5c. I received it yesterday and call the 800# to activate my phone. During the phone call I was transferred to customer service because my phone was unable to activated. I was on hold for 30 mins and the customer service rep told me there was nothing she could do manually I would have to call the 800#. I did this 3 times, each time told the same thing! Finally the 4th time I told the rep I needed to speak to a manager and he informed me the manager wasn't available and to call tech support. So my 5th phone call to Verizon I spoke to a girl in tech support who was able to tell why my phone wasn't unable to be activated. the SIM card that was preinstalled was never registered and I would have to go to a Verizon store to get one. Here's my problem again, I leave in a rural western pa. I called my local store and they told me I would have to buy a SIM card because they are not a corporate store! The closets corporate store is 1 hour away. I am so frustrated with verizons lack of system checks that I just want to send the phone back!! I have never had this many problems with Verizon and I have been a customer for 15 years.

Verizon can mail you a Sim for free. No travel time to a corporate store.
http://www.apple.com
In their community help forum the not being able to activate is listed there as well as the fix.
Good Luck

Still can't sign into icloud in system preferences after many calls with support. Beyond frustrated!

Still can't sign into icloud in system preferences after many calls with support. Beyond frustrated!

Do you have 2-step verification on for your Apple ID? I may have a solution.
When I upgraded to Yosemite and subsequently updated my Apple ID, I would get errors when I tried to sign into iMessage and FaceTime using my apple ID (and my new password), I similarly was not able to sign in. On FaceTime, I would get errors like "unable to sign in at this time" or some times just nothing at all (the spinning 'processing' graphic would grind away until it presumably just timed out).
Turns out that I enabled 2-step notification on for my Apple ID (totally forgot about it, I set it up a couple years ago), and apparently the regular Apple ID password that you choose is not usable when you try to log in to iMessage or FaceTime through the programs themselves (intuitively, this makes sense since these programs do not have a way to prompt you for the "2nd step" code).
To solve, you have to log in to your Apple ID online (appleid.apple.com or whatever), and look for the option to "Generate App-Specific Passwords". These are unique, random passwords which are made to work around issues like these since they can be used in iMessage or FaceTime or what not. This is the same idea as to what you have to do to log into gmail on your iPhone if you have Google 2-step verification on.
This solved my issue (after lots of swearing and hair pulling!). Would have been nice if a I got some sort of warning when updating my Apple ID password that "Hey, you have 2-step enabled. Go make some app-specific passwords or you will lose 5 hours of your life trying to solve this mystery"
Hopefully this may solve yours

If Apple is so full of geniuses, why can't they come up with a usb cable to connect the iPad to a printer? This would seem like the most intelligent first choice for those of us who are absolutely frustrated with iPad printing functionality.

My sister has an iPad and an HP printer. She cant' print from her iPad even though a genius at the Apple Store sold the combination to her with the idea that it would be easy to do. Instead, I have to go to her place with my MacBook, she sends me an email, and I hook up my laptop to her printer to print what she needs. Why can't the Apple geniuses come up with a USB cable and an OS update to make it easy and NOT SO FRUSTRATING to print from the iPad?
I've been a Mac user for fifteen years but I could not, in good conscience, recommend an iPad to anyone until Apple considers that ease of use does not include regularly getting frustrated with the easiest of tasks.

all printers speak a diffrent "computer language" for a device to understand this language
a driver is required
some devices such a computers come with drivers for a long line of printers and other devices
apple decided that it was better not to include that huge list of drivers as users would then not have
much storage left for media and apps
then apple let printer makers make apps for printing in app store and make printers support airprint

ACR 8.7 has been released with support for the Nkon D750. Why no Lightroom support yet?

ACR 8.7 has been released with support for the Nkon D750. Why no Lightroom support yet? Am I wrong or was support for the D810 available far more quickly?

ACR 8.7 has not yet been released. The ACR 8.7RC has been released. It is a Release Candidate - and as such, is not a final version. I wouldn't be concerned about a lack of Lightroom support until a final version is released.
Adobe Photoshop Camera Raw 8.7 Release Candidate | digital camera raw file support - Adobe Labs

HP Support (or lack of)

I have an OfficeJet 4500 with the normal problem, won't wake from sleep mode. A well known issue for HP, has been from the bith of this printer. They still have not bothered to issue a firmware update to fix it. I finally got through to someone the other night that actually agreed to replace the unit, same model so same issue. Not exactly a resolution as far as i'm concerned. So yesterday i get an email from HP stating that i had a 4500, serial number everything, and the replacement was to be an eStation c510 again with a serial number and everything.
I call them just now and get someone in Pakistan that took 18 tries to get the serial number right for my original unit. My question was only which printer I was actually recieving, CSO says im getting 4500 compared to c510 in the email.
They finally said I was lieing to them and hung up on me after 51 minutes on the phone.
I am extremely unsatisfied with HP's lack of support, will more than likely never buy anything from them again. Also I will be forwarding this directly to HP Head Office.

This is typical for HP - had a computer go out 11/20/2010, which was still under warrantee. They sent a very nice repair man who replaced ever component in the computer THREE times. On 12/7/2010, they agreed to replace the computer. Fast forward to today February 4, 2011 - Many hours on the phone with HP, mostly with people in India who I have to keep asking "Could you repeat that please" we are still waiting for a warrantee replacement. The excuse now is that they are building it in China!!!! Anticipated shipping date (don't hold your breath) is February 24. This was a corporate purchase and they treat us like this!!! Looking in to changing most computers over to Mac's. Life shouldn't be as difficult as HP makes it.
But did I learn - NO - purchased a HP Laser Jet 2035n printer (with an extended warrantee through Staples) and can not get it setup so I don't have to keep pushing the button to print with each page. Have tried everything - IT guy coming in to look at it.

HT201413 Why does Data Execution Protection or lack thereof keep shutting down iTunes

Why does Data Execution Protection or lack thereof keep shutting down iTunes?

Sounds like you have a battry issue but don't want to believe it.
If a car was running fine on one tank of gas, then you filled it up with another tank of gas and it began to run funny, one might suspect that tank of gas. But let's just say coincidence blew a valve-- would you think the new tank of gas was the culprit?
BUT WAIT!! It just might have been! The gas could have been of higher octane and put more more strain on the valves; you know, like going from 87 octane (OS6) to 93 octane (OS7) and showing you the engine was on the edge of compromise.
Sometimes you have to go with common sense. If everything else is ruled out, it must be the battery. And if it runs fine one moment in OS6 but immediately ***** in OS7, I'd believe my battery was suspect-- though comfy-- in OS6 but the OS7 showed its true power.
Moreover, if you had the answer-- or didn't want to believe someone's more competent advice-- why did you even call? You've already shown that you don't know much when you asked if you could go backwards after setting up the new OS as a new phone.
Additonally, if you're such the know-it-all, but yourself the $29 battery and put it in yourself. It's a piece of cake.
<Edited By Host>

OBIEE 11g patching strategies (or lack thereof)

I'm very interested to know how people are patching production instances of OBIEE 11g. I've been very frustrated by the fact that Oracle releases tons of "one off" patches (which aren't guaranteed not to screw up other things), but no "production ready" patches that have been fully regression tested, etc. I don't think they EVER released a production patchset for 11.1.1.3, I think everyone had to wait for 11.1.1.5 (which was almost a year later)...
I can understand this for the 10.1.3.4.x series, because that seems basically "mature" - but OBIEE 11g has a TON of bugs in it.
So my question is - what strategies are people using to test patches and decide whether to put them in or not? I just installed a patch that is crashing the server when trying to save repository variables and init blocks. I don't have time to spend a day testing each and every "controlled" patch out there.
What to do? Is Oracle ever going to start releasing monthly or quarterly "patchsets" that have all patches bundled and tested together?
Thx,
Scott

Hi Dpka, that's exactly what I was afraid of. I've gone from being a data mart and OBIEE developer to spending literally half my time working on Oracle SRs for OBIEE 11.1.1.5. I'm hitting the exact same issues as you - lots of untested one-off patches that break other items, with no fully integration tested patchsets ever being released (11.1.1.3 was out for over a year...never saw a patchset for that...I can't wait another year for an integrated set of 11.1.1.5 patches).
Here's my high level complaint - Oracle USED to put together patchsets, which were groups of patches tested to work together. These would come out every few months. But for the last two years or so, I don't see Oracle doing that any more - not just for OBIEE - I see this for almost everything (for example, we also use OWB - trying to do the upgrade to 10.2.0.5 but there are literally a hundred patches to apply).
In general - has Oracle simply stopped producing patchsets? If so - I really demand a refund for the support we're paying. My job is not to spend two weeks applying 100 patches on something because Oracle can't do basic integration testing on their patches.
Uggg, sorry, really really frustrated with Oracle right now. I wish they would stop working on "new features" and crap on 11g OBIEE and get the basic tool to work properly. I really get the feeling a lot of what went into 11g was glitz and glamour, but it was implemented by people that had never used the tool "real life". Just a guess, but some of the bugs are so basic that I refuse to believe that anyone that ever actually implemented and used the tool could have made those mistakes.
Scott

HT201210 I am absolutely frustrated with this new phone. My old phone a 3G took a total dump and would not update, so, I bought the 4G with Siri and it will not update either. The error message is a "3014" again. I am ready to throw this thing against the

I am absolutely frustrated with this new phone. My old phone, a 3G, took a total dump, so, I bought this new 4G with Siri and I cannot get it to update. I keep getting the same error message that I got with the 3G error "3014". I am ready to throw it against a brick wall!!

The support document that you refrerred from explains it, however I have posted it here.
Error 3014
This error occurs when iTunes is unable to reach gs.apple.com in a timely fashion. Follow the steps below in Unable to contact the iOS software update server gs.apple.com.

So frustrated with support (or lack thereof)

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