I agree that your explanation matches my experience when I was fortunate enough to chat with a knowledgeable technician during the last few years. However, here are some of the responses received recently from two technicians when I asked them to perform the reset. One of them agreed to perform the task but only after I strongly insisted that she do so.
- "I have checked that you are facing issues with a free product of Adobe,let me inform you that we do not have any chat support for freewares so kindly visit forums.adobe.com to get help from our experts."
- "So kindly visit forums.adobe.com to get help from our experts as there is no chat support available for this."
- "I am sorry but ADE is a freeware as per Adobe policies".
- "Please visit forums.adobe.com for the support of your product"
- "We currently do not have phone and chat support available for Adobe Digital Editions and older products (How-To issues) ; however, we do have support documents available on our support portal".
- "... we are not trained on digital editions and support is only available on forums.adobe.com"
I'm going to use your excellent response as a platform for my concerns regarding the inconsistent service provided by Adobe because the sample comments (listed above) made by the technicians are unhelpful and, frankly, unacceptable.
- First of all ADE isn't "freewares". Each time a customer "purchases" an ebook or a library licenses an ebook for patron use, a fee is paid to Adobe. The content provider undoubtedly pays a large fee to obtain the Adobe Content Server utility (I've read this is around $15,000) and a maintenance fee yearly (some say this is $1100). These costs are passed to the end user (us), one way or another.
- Secondly, a request by an end user to reset his/her authorizations doesn't constitute a "How-to" session. Forum members, virtually the only individuals to respond to forum questions (how often does an actual Adobe employee respond?), are the only people closely matching the tech's term for "expert". Obviously, none of us can reset each other's activations.
Thanks again for your clear explanation of not only the required procedure but also the, gently implied, warning that a member may have some difficulty obtaining needed assistance.
