Forum Support Isn't Working :(

Question

Just want to say that it's disappointing to have had a thread I've been updating for since last Thursday go unreplied to for 3 business days plus a weekend where I see other threads being replied to by Adobe Support - even through the weekend.
If - somehow I've procedurally prevented myself from being replied to - I'm happy to admit my misunderstanding.   But the system seems simple enough - post a new topic, or reply to an existing one, and it floats to the top of the list.    Surely the system doesn't need me to keep "bump" ing my thread to the top to get attention?   That seems a bit rough around the edges for a place like Adobe.   Yet, despite me replying to my thread a few times with info and questions and pleas for help - other threads continue to be responded to - just not mine.  I'm not sure how the system works - whether I should be starting a new thread despite it being a recurring problem - I had assumed the old thread would be logical as it contains all the relevant info.   However - and I do apologize for the frustrated tone (which is indeed warranted) - the feedback needs to be given. 
It seems that Adobe really wants customers to use the forum for support - I'd imagine its the most cost-effective use of support time.   If that is indeed the case - they should assign more folks to work on it - or put folks there who are more responsive.   I'm sure everyone who's having a technical useage issue with their Adobe products is similar to myself - or mostly so:  we use them for professional purposes.  Downtime is costly - in more ways than one.
I had thought the Creative Cloud was finally a way to legitimately use great software - despite the fact that after a year or two I'd end up paying more - it put these tools in my reach.   No question - the tools are definitely now hardwired into my business workflow.    It seems as though Creative Cloud and its infastructure as a business unit just isn't afforded the same support level online as it should be.    The amount of issues popping up with folks having challenges surrounding the AAM and various licenses, trial version work arounds and a host of other patchwork solutions is, quite frankly - very surprising.    And - as was conjectured by another individual a month ago who was wary of the "just download the trial version while we sort it out"... indeed, after the 30 days are up - I'm left tool-less and in a tough spot, with deadlines passing by.
Thanks for the help - or lack of.
As a side note - in reading my 7000th forum support post trying desperately to find some hint of something  I could try - I found a suggestion to use the chat help - which I hadn't known existed.   I did - and the fellow I worked with, while ultimately unsuccessful, was thorough and exhaustive and spent the better part of 2 hours trying to help.   My case has been escalated, and now I will wait for a few days for a senior help specialist.     Can't say I'm happy about that - but at least someone tried.    I mention this not as a further shot to forum staffers - when they reply, they are trying to help(!) - but as a suggestion to anyone who needs help quickly.   Wish I'd started this a week ago with chat directly so I might be working now, instead of waiting - again.
Again - I"m not a normally negative person - but I'm really frustrated at my tools which aren't working on a system where everything I have runs flawlessly.     Which ran reasonably well until recently.  And which now don't run at all.    Which is costing me money.
I will use the chat going forward.
Best wishes,
Rob

Answer 1

Hi Jeff,
Thanks for replying.
I do agree with you - and I think my experience with the direct support demonstrates there wasn't much help, ultimately, that I could have gotten on the forum - it seems that my problem is more complicated.   I'm ok with that - I understand that some problems require direct assistance.   My issue isn't at all with not being able to fix things via the forum - its with the downtime and waiting for replies which could have moved me on to direct support sooner.     Fix or no fix - my thread was viewed but unreplied to for many days - and that's really my frustration - had someone said right away - hey, sounds like you need direct help - I'd have jumped on it.    I held out hope that forum support, as the normal first line of support, could point me in the right direction - as everything was working at one point, albeit with several workarounds.
In any case - I still have YET to hear from senior support, so I'm STILL waiting, AND -  not working.   I've called yesterday to be told still 1-2 days wait.   Ugh.   Obviously the work-load is high, but that seems like far too long to be stalled.   Either the software is poorly designed, or the support team is really understaffed.   
Or perhaps I just have expectations which are too high.    I couldn't imagine telling my customers I'll get back to them in a few days when they're unable to do their work due to technical issues with my product.
Thanks for your interest, Jeff.   Sorry for the frustrated tone - but I'm literally at Adobe's whim here.  You can find my case info under my ID I suppose - the number was never given to me by Amir (or Amit - can't recall).   [email protected]