Software Support

[Cory Smith]

 

[prepressdork]

Sounds like the finger pointing war I got caught in the middle of between Apple and Adobe a few years back.

 

[wonderings]

I do not even call tech support unless its something hardware related. I can usually find the answer I need online via forums and people who use the product. They in general seem more helpful then calling for support.

 

[Al Ferrari]

The problem with vendor's tech support is the policies that the tech support staff are REQUIRED to follow. I have a current problem with Acrobat 8 Pro, which is "no longer supported" and found the well meaning and otherwise helpful tech agent at Adobe was not permitted (my word) to help me with it.

Al

 

[dabob]

My best/worst recollection of software support was a while ago . . . I was trying to print seps from Quark and my old Agfa Star rip was only giving us a composite output . . . called tech support - (In India) and told them I was having a problem printing . . . his response was "go to the menu bar at the top of the screen -
file and then down to print . . . " thats when I told him to have an American senior support person call me back.

 

[Tpyo]

"Yessir, that is a known issue."

 

[claude72]

And the worst: "It's not a bug, it's a feature!"

 

[mattbeals]

at least half of the tech support I provide at Metrix/EFI has nothing to do with Metrix and is strictly IT related, source document related, or workflow (shop workflow).

I can tell you some bugs truly are "unintended features". But I can't discuss those for obvious reasons.

 

[Simon12]

I do agree but this doesn't happens all the time.

 

[prepressdork]

To add to Claude72's response, my personal favorite is "That's expected behavior."

 

[Possumgal]

She forgot to tell him to uninstall and reinstall the software. That cures everything, dontcha know.