Darrel, it's really not Adobe's fault. Who wants to sit in a customer service
area listening to people yell at you all day. It's hard for them to get good
people because people want more money to put up with bothered people all day
long. The turnover rates are tremendously high among all major industries. I
don't think I've seen a week where I live where Comcast, Verizon and AT&T are
not advertising customer service reps.

I've had very little problems with Adobe before. I've been through new media
and cross-grading awhile back.

And with people in authority, there is no reason you can't ask for a
supervisor or someone higher when you call the customer service line. I have
found that very effective in many circumstances.