#1 2007-09-20 19:13:54

**_dotnetster_**

Adobe (Connect) Support and Customer Service

Hi all,

Just a quick post to moan about Adobe and their terrible customer service.  I have tried several times to get in touch with them to get some answers.  The first time I rang them I was put through to some guy who (god love him) hadn't a clue.  When I asked him if it was possible to access the "publicly available" api though the hosted solution - his reply was "No, it was only available through the enterprise solution".  When someone tells me "no", I have a habit of finding someone who will give me a positive answer.  To this end I turned to this forum, and surprise, surprise - it turns out that it is possible, and I have been successful in connecting to it, and retrieving some data from it.  Had someone from Adobe given me the correct answer to start with, it would have saved me a lot of time.

I rang Adobe again on Wednesday morning looking for details of price, and guess what(?), i'm still waiting to hear back from them.  It's like as if the price of Connect Professional, and Connect Events is a closely guarded secret.      There is pricing information on the Adobe website but it is very vague.  For example: with the Pay Per Use (PPU) option do you pay if someone views recorded content?  Another question I have is:  How much is "Connect Events"?  There is no reference to the price of Connect Events on the Adobe Connect website.  When you click on the link to display the price of Connect events, you are brought to the Connect Professional page.  I'm getting very frustrated with Adobe at this stage.  Don't get me wrong, the product itself looks good, and i'm sure it functions very well, but nobody seems to be able to answer my questions.

I am now seriously considering moving over to WebEx.  They are the clear market leaders and my experience with their customer service has been excellent.  There is always someone at the end of the phone who is able to answer my question.

I have filled about 10 of those silly "fill out this form if you would like a Connect specialist to contact you" forms and I haven't heard anything back.    So if someone from Adobe is reading this, then could they please contact me.  I won't hold my breadth...

dotnetster

Last edited by **_dotnetster_** (2007-09-20 19:23:51)

**_Jorma_at_RealEyes_**

Re: Adobe (Connect) Support and Customer Service

BTW,

The point of this forum is to get people like you in touch with the people with the answers

**_dotnetster_**

Re: Adobe (Connect) Support and Customer Service

Hi Jorma,

I did try to get in touch with people from this forum (and you guys have been helpful), but unfortunately it appears that I need to find a European reseller/partner to help me out with my queries...

dotnetster

Last edited by **_dotnetster_** (2007-09-21 18:58:13)

**_daminsky_**

Re: Adobe (Connect) Support and Customer Service

We've have a licensed server and receive EXCELLENT support from Adobe when we have a problem.  There used to be different support levels, but now everyone one with a licensed server gets platinum support, with a separate 800 number and access to the engineers.

**_gprivat_**

Re: Adobe (Connect) Support and Customer Service

Hi there,

The experience you are describing is not typical of the service we provide to our customers.  Please contact me directly at gprivat(at)adobe.com and I will be more than happy to set up a call with you.

Thanks

Guillaume

**_JeniQ_**

Re: Adobe (Connect) Support and Customer Service

We purchased our Connect Pro from Clarix, a reseller, and so far we have been happy with how responsive they have been. Good luck!