Tell people not to use edge 1.5

Question

Hi Elaine,
We have a case with you since 2 weeks. We have spent 2 hours on the phone twice with your colleagues trying to sort it out, but no luck. It has been lifted to a higher level of support - but even after 3 push calls - they do not call back. (The case is still open and un-answered)
It has now gone so bad that we were faced with leaving Edge Animate altogether.
But today I restored a backup from before the upgrade to 1.5 and now it finally works again.
We are doing extreme animations from opera and ballets - using pictures from the best photographers in the world - but now for 3 weeks we have not been able to publish what out customers require.
Shame on you.....
We are Mac people - using the latest versions of OS X (10.8.3) - so it is more serious than a Vista application.
Please bite the bullet and give everybody an alternative to  remove 1.5 if it does not work.
Regards
TJ Helle

Answer 1

Hi, Tore-
Okay, let's clear up some misconceptions here:
Joe and I work on the Adobe Edge Animate engineering team.  Sarah is now our product manager (used to be in engineering), which means that she is the one that guides and shapes our product, deciding which features make it in and out of the product.  We work closely together and are based in North America at one of Adobe's offices in the Pacific time zone.  As for the forums, we are not obligated to respond to any forum posts at all, but we're doing so in our spare time to invest in our community.  People like Darrell, Marie, Tim, and Joel are a big part of the sharing/learning experience of developing a new product, and we hope that the community is a big part of your experience with Adobe's products.  I do not recommend that you contact us individually, as our availability varies wildly due to the commitment we have to getting the next version of Animate out the door and into your hands.
Harshit and Josh are both on our support staff and have participated in the forums.  While Harshit is based in India, our support organization is global and supports people around the world.  Adobe does have development offices around the world, not just in North America.
We are working on improving support for this very new product.  Trust me when I say that we take this seriously.  While it seems like there is this big machinery called Adobe and we're just a small cog, we are in contact with support to improve the experience.
You're right that there are some areas that are still developing in Animate.  We did a very public series of prereleases to our community to show you guys that we are moving quickly to provide killer features in this product.  We are a small team doing big things, and we're adding great new features on a regular basis.
I totally get that you're unhappy and I'm glad that you're choosing to work with Harshit to try to get your issue resolved.
To address your question, here's what I recommend that you do in the future:
Search the forums first.  (I'm sure you did that.)
Ask your question in the forum, and attach a link to  your project.  Generally, you'll find someone else who has tried to do what you've done, failed, and then found a solution, or you'll find someone who has troubleshooted a lot of projects who can devote a couple of minutes to taking a look at your project.  Joe and I also check the forums regularly and can help at times.
Finally, if you're really stuck, you can try escalating through support.  However, consider this before going to support:
In the forums, you have a short circuit to the dev team
In the forums, you have professional web developers who live, breathe, and eat HTML
With support, you often have people who are trained to troubleshoot problems with multiple Adobe products.  While they're great at working on things within a product, they probably don't have the experience with the product that other users have.
Hope that helps clarify some of our statements to you.
Thanks,
-Elaine