TechWhirl (TECHWR-L) is a resource for technical writing and technical communications professionals of all experience levels and in all industries to share their experiences and acquire information.
For two decades, technical communicators have turned to TechWhirl to ask and answer questions about the always-changing world of technical communications, such as tools, skills, career paths, methodologies, and emerging industries. The TechWhirl Archives and magazine, created for, by and about technical writers, offer a wealth of knowledge to everyone with an interest in any aspect of technical communications.
Dan Emory <danemory -at- primenet -dot- com> wrote:
> 3. Adobe Technical Support has become a basket case.
Once upon a time, I used to work for Adobe (PageMaker) tech support.
I have a tale to tell about that experience.
On the PageMaker team, we had a PageMaker ninja. He'd been with tech
support for about five years, worked his way up from the phones
(supporting, at one time, everything Adobe made) to management --
where he wasn't quite as quick or experienced as TPTB wished.
This guy was well liked by his crew and his co-workers on the other
teams (Acrobat, PhotoShop, etc.), because he really knew his stuff,
I came in to work one day and found him packing. He wouldn't say what
was up, but one of the senior techs told me this guy -- star player
numba one -- had been fired. He was replaced by a woman who wasn't
exactly technically savvy as the original fellow was.
After about a week under her "leadership," the senior techs on the
PageMaker project were talking about transferring to other projects:
the "anywhere but here" bail, it was called.
I quit (got my first TW contract) at about that time.
A couple months later, I met one of my former co-workers at a local
Safeway. She told me that after I left, Keane (the company I actually
worked for with whom Adobe contracted out their tech support) lost the
Adobe contract. This was most likely due to the failing productivity
after losing the aforementioned ninja -- along with the senior techs.
The bad news, in this lengthy narrative, was that the support contract
shifted to another company, who couldn't handle the most basic tech
support questions, judging from the complaints of some of my customers.
This explains why Dan's dealings with support was less than
Before you call Tech Support, check the knowledge base. It may save
you some hold time.
> Dan Emory, Dan Emory & Associates
TECH: "You're on a Mac? Okay, just take your Preferences folder and
drag it to the trash, reboot, and PageMaker should work just fine."
--new tech that used to sit next to me (don't worry, I corrected his