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10-02-2014
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Thanks for making your voice heard here. I am the Self Help/Community Manager for Adobe Analytics. Though I cannot attest to the reasoning behind Customer Care's increased hold times, I can provide you with some potential alternatives:
- Twitter: If you have a really quick question that can be answered in 140 characters or less, hit me up by tweeting to @AdobeMktgCare. You can expect a response within 24 hours, usually within a couple hours when I'm online during the day.
- Community Forums: If you have a more verbose question that you want to involve the community in, create a thread on our Help Forums. I usually give other participants an opportunity to exchange their thoughts before jumping in with mine, so my responses usually come in a day or two after the question is asked.
- Documentation and KB: We have made massive leaps and bounds on the quality of our Help system. If you can't find what you're looking for here, send me a tweet @AdobeMktgCare and I can do the research and work with our doc team to have it added.
- If it's definitely a bug, I'm afraid that's the only avenue I don't have control over. Your best bet is to email Customer Care with exact steps to reproduce the issue (break it down to where even a new user could follow the steps and see the bug).
Hopefully one of these avenues can help you resolve your issue in question.