Re: Bug in FM5.5.3/Solaris (UNIX?)

[Dan Emory <danemory@xxxxxxxxxxxx>]

At 06:27 PM 10/12/98 -0700, Mike Hedblom wrote:

>------------Snip
>Finally, now that I know the solution, I would like to report it to
>Adobe but because I have not paid for "CustomerFirst" support, they
>don't want to hear from me.  Their loss.
*****************************************************
It's a loss to all of us. If Adobe doesn't know about the bugs, it can't fix
them. Before I had my posting privileges suspended on Brad Framers, I posted
a message about this problem in response to Trish Mudgett's announcement
that comments@Adobe.com had been discontinued. Brad suppressed my post. In
that suppressed post, I predicted what just happened to you will become the
norm.

I also sent a message to Trish Mudgett on this issue, offering some
constructive suggestions on how comments@frame.com could be modified to
reduce the workload for her tech support people. She took one sentence out
of my message, and ignored the rest. Here was the sentence and her response:

>In the attached you said:
>
>	Probably 80% of bug reports aren't really bugs (my statement)
>
>Exactly!  End of discussion.
>
>Users have channels available to them to report problems.
>There is a 90-day window of complimentary support via
>telephone.  A support contract is relatively cheap and
>offers a good insurance policy to a serious DTP user
>(as low as $149/year for unlimited toll-free support).

So, Tech support's official position is that you must either find all the
bugs in the first 90 days, or buy a support contract.

Perhaps Adobe needs to add to its logo the image of an Ostrich with it's
head in the position (I can think of two, one of which is in the sand, and
the other I cannot mention since it might offend) which symbolizes "I don't
want to know."

Dan Emory
Dan Emory & Associates
FrameMaker/FrameMaker+SGML Document Design
and Database Publishing Specialists

Voice/Fax: 949-722-8971
E-Mail: danemory@primenet.com
10044 Adams Ave. #208
Huntington Beach, CA 92646


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