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Topic: PAID support at ADOBE does NOT guarantee a fix
Conf: (P-PDF) Mac Issues, Msg: 90277
From: tgould
Date: 6/19/2003 02:03 AM

I ran into a problem with my Macintosh NOT being able to print
Acrobat Files. Any .pdf file that I tried to print I would get an out
of memory error. I called Canon and they ran through several
things but they determined that since I could print every other
kind of file it had to be an Adobe problem.

I searched the Adobe web site, and even posted my problem and
there were no answer available. I finally bit the bullet to buy
support for 39.95. BUT, prior to purchasing the support I said I
wanted a guarantee that IF the problem could NOT be fixed I did
NOT want to be charged. The person on the other end was aware
of my need for this and the call progressed.

Long story is that the could NOT fix the problem. I then went to
customer service and they said .. "sorry" no refund. I told them
the story and they said that product support does NOT guarantee
an answer. I said that's not the understanding that I had and that
if that had been the case (or POSTED) I would have been more
likely NOT to purchase the support.

I was told they would put be intouch with another tech person
but once again no guarantees. The bottom line here is that Adobe
does NOT guarantee a darn thing for support. The person I spoke
with said they spent 67 mins with you, and I told him the issue is
not the time its whether the problem gets fixed.


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