Cross-platform upgrade question

Question

I'm posting this question here as I have had less than satisfactory results from asking Customer Support about this issue. I know this forum is moderated by some great folks at Adobe and am hoping someone can clear up this question for me.
I currently own CS3 Design Premium for Windows, and need to purchase CS5 for Mac. A search for "Cross platform swap" on Adobe brought me to this page: http://kb2.adobe.com/cps/405/kb405819.html. However, the instructions there don't match what is offered on the support page. Under Return/Exchange/Refund I have only the following options:
Duplicate Order
Product Didn't perform/ work as expected
Purchased Incorrect upgrade
Purchased Wrong Product/Platform/Language
Shipping Problems
Unable to Download Order
Wrong Product delivered
None of those options is correct as described in the KB article. I decided to chat with Customer Support, and the rep told me that all I had to do is order the upgrade and I could choose which platform to install on first run. Really? The Rep said CS5 included two discs, one for Windows install and one for OS X. He assured me that I would have no problem installing a CS5 upgrade on my Mac, even though I have never installed CS3 on that machine.
I am skeptical about this solution for two reasons: one, Adobe has never offered Win and Mac discs together for CS versions. Two, when I go to pre-order CS5 I need to make a choice between platforms.
Has Adobe changed its method of delivering Creative Suite products? Are both platform discs really included? If not, there are two things that need to be done:
Article http://kb2.adobe.com/cps/405/kb405819.html needs to be corrected. The steps as described cannot be completed.
Customer Support reps need to be notified that they are providing incorrect information regarding cross-platform upgrade procedures.
Finally, I need correct information as to how to go about upgrading my CS3 Windows to CS5 Mac. Do I purchase an upgrade disc and use my CS3 serial number to install? Do I do some sort of return, and if so, how?
Thanks in advance to anyone from Adobe who is willing to take the time to answer my question.

Answer 1

I don't represent Adobe in any capacity other than a mostly satisfied user. Here's what I did on a cross platform (Windows to Mac) exchange--not an upgrade, but my experience may help you.
I, too, found that the directions didn't match the support web site.  So I used 'Purchased wrong...' as my subject.  I then completely described what I wanted to do in the comments section.  I included my current platform version and serial number in the comments. After posting I had a case number to enter onto the Letter of Destruction (LOD) which I then attached to the case. I don't know if a LOD is required in your situation as you will be paying for an upgrade.  You should be able to keep both packages active-but customer support will probably know.  In my case I had to certify that I had destroyed the original Windows package.
After this was posted to the Adobe Customer Support Portal I then had a case number I could give to the telephone customer support so I called them.  While on the line with them they read my case file and informed me my credit card would be charged $5.95 for shipping.  Six days later I had the CS4 Design Premium for the Mac.  It *should* be just as easy for you.
I must say that I have had to call Adobe Customer Support a handful of times in the last couple of years.  In each and every case I received prompt and accurate information that solved my problem or pointed me directly to the solution.  I am aware that this is not always the case and wish you good luck.