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Subject: Re: Are Adobe's wheels coming off?
From: "Rick Quatro" <frameexpert@xxxxxxxxxxxxxx>
Date: Wed, 17 Nov 1999 21:22:15 -0500
I don't about their wheels coming off, but Adobe is slowly degenerating into a second-rate software company. Dr. Warnock can say all he wants about his fondness for FrameMaker, but much of the rest of his company doesn't seem to know it exists. Did anyone at Adobe know that the PSPrinter 5.1.1 doesn't work correctly with FrameMaker? If so, why isn't the information posted in the release notes for the driver? One sign of a second-rate company is how they look at their customers. They have a pie chart of their total sales divided by products. The largest slices get the most support and attention, while the smallest slices are ignored. This is a natural consequence of a company that has just cut a significant number of jobs. Of course, this is a small consolation to the individual customer that paid more for FrameMaker than the customer that purchased PhotoShop. I know that Lee Richardson and others at Adobe care about FrameMaker and its users. But they can't overcome the negative inertia of the company as a whole. Today was another case in point. I received a renewal notice for Adobe Magazine, which says it covers "...the Adobe products you rely on, including Photoshop, Illustrator, Acrobat, PageMaker, After Effects, Premier, and--coming soon--InDesign and GoLive as well." The list almost looks like it was read from the pie chart! Doesn't marketing know that Adobe Magazine covers FrameMaker, and that they are trying to sell a subscription to a FrameMaker user? Don't they know that omitting FrameMaker almost guarantees that I won't buy a subscription? This latest episode with Acrobat 4.05 shows that Adobe has lost their bearings with other products besides FrameMaker. It is bad enough to charge money for bug fixes, but especially on a product that is part of Adobe's technology vision for the future (according to Dr. Warnock). A first-rate company would take the loss and mail the update FREE to its registered customers, instead of alienating them with, "We made mistakes in our software, and we want you to pay for the repairs. And by the way, part of the repair won't work with FrameMaker." This is a classic example of adding insult to injury. Part of the InDesign strategy is that hard-core Quark XPress users may be willing to switch because of Quark's well-earned reputation for poor customer service and support. Most Quark users love XPress, but hate Quark. But now it appears that Adobe is willing to lose its edge in the service and support area. As a consultant, I have changed to recommending Adobe PRODUCTS because I am no longer comfortable recommending Adobe as a COMPANY. It is going to be difficult to explain to my clients why Adobe is charging for a bug fix, after I recommended their product. Rick Quatro Carmen Publishing 716 659-8267 firstname.lastname@example.org FrameScript Information at http://www.mindspring.com/~frameexpert ** To unsubscribe, send a message to email@example.com ** ** with "unsubscribe framers" (no quotes) in the body. **