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Subject:RE: Please help with FrameMaker... From:Emily Berk <emily -at- armadillosoft -dot- com> To:Jennifer Randel <jennifer_randel -at- khsd -dot- k12 -dot- ca -dot- us>, "techwr-l -at- lists -dot- techwr-l -dot- com" <techwr-l -at- lists -dot- techwr-l -dot- com> Date:Thu, 10 Jan 2008 16:16:31 -0800
Wow. I thought FrameUsers was gone as of many months ago.
Thanks, Jennifer. I will!
-- Emily
At 04:06 PM 1/10/2008, Jennifer Randel wrote:
>Emily,
>Why don't you pose your Internal Error question to the Frame Users list? There are some very knowledgeable folks on that list--I'd be surprised if you didn't get assistance from them!
>
>http://www.frameusers.com/
>
>~Jennifer
>
>-----Original Message-----
>From: techwr-l-bounces+jennifer_randel=khsd -dot- k12 -dot- ca -dot- us -at- lists -dot- techwr-l -dot- com [mailto:techwr-l-bounces+jennifer_randel=khsd -dot- k12 -dot- ca -dot- us -at- lists -dot- techwr-l -dot- com] On Behalf Of Emily Berk
>Sent: Thursday, January 10, 2008 3:36 PM
>To: techwr-l -at- lists -dot- techwr-l -dot- com
>Subject: Please help with FrameMaker...
>
>I always forget why I always get queasy before calling Adobe's tech support.
>
>But then, once again, once my interaction with Adobe is complete, the nightmare has only just begun.
>
>Take today, for instance. Well, it all started yesterday when I began to get Internal Error crashes when I tried to generate a PDF, any PDF, on any Frame file (not on Word docs) using FrameMaker 7.1. Because I had a vague recollection of what it was like to interact with Adobe support, I didn't try that. But I did try a LOT of other stuff. For hours and hours. All to no avail.
>
>So, I decided to try to sleep on the problem, which wasn't a successful strategy for me. I've had a number of these Internal Error issues come up in the past and they never, ever, never go away on their own.
>
>Since sleep did not come, I chose to begin my Adobe nightmare early. Called tech support and spoke with about 3 or 4 perfectly nice folks whose English was very unclear.
>
>They would have to ask their questions, oh, six or seven times before I realized that they were asking, for the seventh or eighth time, what my customer number or serial number or product .... was.
>
>Eventually, (I was on hold and/or being transferred and then asked redundant questions about 45 minutes) I get to speak with someone about my problem. He doesn't speak very good English, but I am given to understand that he does not DO FrameMaker support.
>
>So now I'm on hold again for another very long interval.
>
>And a guy picks up who DOES speak English. And I explain my tale of woe -- no change on my end in terms of the software for at least 2 years. The doc is one I've been working on since last October at least.
>
>I tell him the whole story and he lets me go on and on and then he tells me, in his good English, that he doesn't know anything whatsoever about FrameMaker.
>
>But assures me that the guy who next picks up with both know FrameMaker AND be able to speak English. So I'm on hold again for -- not all that long -- maybe another 8 minutes, but time has been ticking away.
>
>Then a guy picks up and yes he does speak English and implies that he knows everything one might want to know about FrameMaker. But he knows nothing about me.
>
>SO, I have to re-iterate EVERYTHING again. Customer number, phone number, address, hair color, eye color, preferred brand of beer, product serial number, tale of woe.
>
>And then, after I'd re-iterated everything, he says, "FrameMaker 7.1 is no longer supported. You need to search the knowledgebase or buy FrameMaker 8."
>
>1. THEY ALL KNEW THAT THEY WERE NOT GOING TO PROVIDE SUPPORT TO ME ONCE THEY KNEW I WAS USING FRAMEMAKER 7.1. Why did they just not hang up on me then?
>
>2. AND YET THEY KEPT ME ON HOLD/TALKING for NEARLY TWO HOURS. (I'm guessing all those guys who didn't speak good English get paid to delay people like me by the minute.)
>
>3. AND THEN THEY REFUSED TO SOLVE THE PROBLEM, BUT IMPLIED THAT THE SOLUTION IS IN THE KNOWLEDGEBASE.
>
>4. WHICH IT ISN'T BECAUSE I'VE TRIED TO DO EVERYTHING MENTIONED IN THE DATABASE FOR Internal Error: 7104, 6063074, 7693891, 0
>
>And, no, the company I'm working with is NOT going to upgrade to FrameMaker 8 just because Adobe did some hidden "upgrade" to 7.1 that made it psychotic.
>
>Do I sound frantic? It's probably just stress.
>
>Anyone here have any suggestions, sigh?
>
>-- Emily
>
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