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What's the best source of technical support?

Forum Index > Legal > What's the best source of technical support?
2011-01-16 05:21:33
RoyG
Registered: Mar 1 2009
Posts: 6
Answered

I'm not seeking technical support in this forum, but some guidance on the best place to get it. I have been unable to fix my Acrobat Professional X installation problem after searching the Adobe website and elsewhere throughout the web. What's the best way, paid or free, to get knowledgeable technical support? Do I engage in an online chat, call toll free support, of pay for Adobe support on a per incident basis? Should I bring in a certified specialist from outside Adobe?
 
I am more concerned about the time that I spend fixing my problem (and not being able to use Acrobat) than the cost of support. So if anyone can save me wasting time on unproductive support solutions, I would be obliged. Thank you. Roy

My Product Information:
Acrobat Pro 10.0, Windows
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2011-01-16 07:17:13
#1
UVSAR
Expert
Registered: Oct 29 2008
Posts: 1357
Accepted Answer
Installation support for all customers is provided free of charge by Adobe Customer Support, and should always be your primary point of contact. Not only have you already paid for that service as part of your package, but they have the ability to work directly with customers using remote access to diagnose problems.

These forums and the U2U forums on Adobe.com can assist with known technical issues based on the experience of members, but they do not provide a warranty or 1-on-1 service.
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2011-01-19 17:47:45
#2
RoyG
Registered: Mar 1 2009
Posts: 6
Thank you. I was hoping for some guidance as to how to get the best technical support. I called Adobe support on Martin Luther King Day, figuring that I'd get through the phone queue. After a short wait, I spoke with technical support in India. We spent two hours trying different solutions before finally editing the registry. Everything now works. I appreciate your input. Roy
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2011-12-01 14:54:56
#3
rfkennard
Registered: Dec 1 2011
Posts: 1
I question the efficacy of using the Chat support group. I just spent 1 hour & 26 minutes talking with someone who obviously did not have full command of the English language. After patiently working with her for an hour, I asked her to put on a higher level supervisor. When that didn't work, I had to say, "PLEASE SEND THIS CHAT TO A HIGHER LEVEL SUPERVISOR. RIGHT NOW!"
All this because when I received an e-mail to "Claim your Adobe reward today" (after I registered my Acrobat X Pro), the link provided took me to "My Information" profile, which I completed several years ago. I never did find out what "exclusive complimentary benefit" I am supposed to receive.
Its aggravating when one pays money for a service and receives incompetence in return...
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