Best way of getting technical support?

Question

I am trying to figure out how to get technical support from Adobe. I have spent at least two hours on hold this week trying to get help with what is a bad disk. I wasted about an hour doing what technical support told me to do, though I had already done it in various forms before, just to make sure I was not missing anything. I have tried very hard to keep my patience during this time. I had started a web support case that went nowhere. The only true response I got during the period was asking me what the problem was, even though I had told it before. Once I responded to that with a jpeg image of the errors I was seeing, I never heard back from them again. Currently I am starting to think that the only possible solution to get a working install is to remove it from my system and argue with the company I purchased it from. They will probably refuse it, so I will have to go through my credit card company to take back the money and the hassle that is involved with that. If I can get a replacement DVD without wasting my money, I would find that acceptable. So, is there any place I can go to get some contact with Adobe? Currently I am on hold a second time after being dropped within two minutes by technical support.

Answer 1

Thank you for your response, but I already had done so. It was a bad disc. I never did manage to get much in the way of technical support. The only time I managed to get in touch with them on the phone ended up without any positive results. I actually called Customer Service the first time as I thought that was the direction the one response I got from my web case was going. They sent me to technical support, who asked me to run through a kb and call back if it did not work. I had already tried just about everything suggested there, but I went ahead and did it. When that did not work, I called back and was told to talk to the Acrobat team. The thing was that this was starting right after the suite was installed, so really it WAS an install issue, not an App issue. The technicial representative then told me to try another kb, but this was for Windows exclusively. When I mentioned this, she sent me to one for the Mac, which wanted me to use a removal application. The thing was that CS4 was just being installed, as I had told them, and that no Adobe software that had not been installed with Snow Leopard had ever been installed on the system prior to this. Despite this, I went ahead, installed Snow Leopard on a brand new partition. As I expected, it did not work. I removed the install through the Adobe Uninstaller,  I then ran the clean removal app that technical support asked me to, in case it would remove something else that I was not aware of. Not too surprisingly, it did not find any Adobe applications on the hard drive. Then came last night when I made this post. I spent about an hour on the phone on hold until I finally got a technical representative. I was only able to tell them my case number when the phone disconnected. In other words, Adobe was not much help at all on getting my issue resolved. I tried to call back, but had to leave after another forty minutes on hold. When I got back, I thought it was worth a try to see if Adobe had any disc images of CS4 online as they did have a donwloadable version to buy. I found the trial of Design Premium that could be converted into a full version. I downloaded that last night and installed it this morning. All seems good right now. I just wish someone from technical support would have suggested that earlier, especially as I was asking for a new disc as all my testing and my experience was indicating a bad disc. It really would have helped with customer satisfaction. As it is, I am VERY hesitant to purchase any other Adobe products. I do not want to have to worry about spending a large amount of money on something that I will know more about than the person on the other side of the phone. In other words, I am not really happy with Adobe. In the end, it has gotten resolved.