Barry Hills's dashboard

Hi Cindi-

>>This forum is not getting the answers customers are looking for.

The issue R Callaghan raised that started this thread has been resolved.

While I applaud your efforts to provide an additional forum for Adobe customers to get help on Facebook and that the Adobe Customer/Technical Support folks are helping there too, I know that dozens and dozens of people who have raised issues in this forum have had their issues resolved.

I have personally helped dozens of people who have reported issues here and I know there are Adobe customer support and technical support folks monitoring and fielding even more issues reported here as I am copied on many of the resolution email threads.

The reality of human nature is that once an issue is resolved, 95%+ people are satisfied with that outcome and move on. Rarely do they write back in the forum where the issue was raised even when resolved.

There are often personal emails sent thanking the people who helped them (and those are always appreciated) but that does not get reflected in the forums so the perception is that many of the issues remain open.

I know this sets me up for the set of people who have reported issues here which are still not resolved so I will once again provide my email address: bhills@adobe.com and will help whomever I can resolve blocking issues and get to a place where they can enjoy the Adobe applications.

Thanks,

Barry

PS: I will also join your Facebook page to see how I might be able customers who choose to engage through that venue.

I passed this along to the Photoshop team who will be looking at this.

Hi-

Please let me know if you haven't heard from anyone by EOD tomorrow (bhills@adobe.com).

Thanks,

Barry

Hi R. Callaghan-

I am sorry you are having trouble getting the correct code to unlock the Student Edition of Design Premium. I'll help get this escalated and get the issue resolved shortly.

Thanks,

Barry

lovenrockets-

I am not sure when you called or what the issue was when you were on hold but I know the average hold times are measured in minutes not hours.

If you send me an email with the issue you are trying to get resolved I can help get it escalated for you.

Matt L (see note above) is one of our most senior support managers and has been instrumental in helping get issues like this resolved and if there is a systemic issue changing the process to improve things for customers.

For your specific case... Did you get through and get a case #? Or, never got through to tlk to someone?

I would like to get the details of your situation and I (and more likely Matt) will get it resolved and ensure it is better for the next person.

We sincerely do care about making the support experience a good one.

Thanks,

Barry

bhills@adobe.com

Hi JRX-

I am sorry you have been having so much difficulty getting your Adobe product activated on a new machine.

Our license agreement actually allows you to install our software on two machines (e.g. at the office and at home) and, if you want to install it on subsequent machines, you need to deactivate one of the other installations first.

Please send me an email with your product name, serial #, OS and I will help get this resolved for you.

bhills@adobe.com

Thanks,

Barry

Windows 7 is still in Beta and therefore not an officially released product yet, hence the comment from tech support. Microsoft and Adobe are working closely together on resolving issues on both sides. Neither Adobe nor Microsoft would accept a bug of this nature in the released product so you can assume that action is being taken. In any event, I will check in with the Acrobat team on this.

Hi John-

I just sent you an email with the contact info and the Product Manager for Type has your info as well.

You should be all set now.

Thanks,

Barry

Hi JL-

If you send me your contact information, I will connect you directly with the person at Adobe who is in charge of OEM deals for fonts. The two questions he will want to know are:

1) How many instances of Sonata Font are expected to be shipped?
2) How the font will be used? Will the end user just view the font or can the end user also edit the font?

My email address is bhills@adobe.com.

Thanks,

Barry

Let me see if I can you an answer from someone on the Font team here at Adobe.

What is the specific question?

Thanks,

Barry

Hi Eric-

You should be all set now. The Tech Support manager called me and indicated they were in contact and resolved this issue for you.

Thanks,

Barry

OK - I'll talk to the support manager today and see what we can do for you.

Thanks for your patience.

-Barry

Have you called Customer Service? They should be able to track that for you:
800-833-6687
7 days a week
6am-8pm(Pacific time)

Oh, and the Customer Service number is:
800-833-6687
7 days a week
6am-8pm(Pacific time)

Using the upgrade eligibility tool at http://www.adobe.com/products/creativ... it shows that you can upgrade from Fireworks MX 2004 to Fireworks CS4 for the $149. Here is some info because in some cases the wrong upgrade gets purchased:

http://kb.adobe.com/selfservice/viewC...

You should call Adobe's Customer Care and they should be able to provide an updated serial number to get you up and running. If this doesn't work, let me know the case number and I will escalate for you.