Gold Support?

I am having a serious development issue and can not contact Gold Support. We are Professional Customers with Gold Support, yet the portal says we do not have it. As recently as December I had an active case with them which was covered by Gold Support. At one point, one of the frustratingly unhelpful representatives tried to say we didn't get Newsstand access because it was for Enterprise customers only. I had to show her links and documentation from Adobe's own site that said otherwise. Now, for some reason this terribly convoluted and poorly thought out tech support system is claiming we don't have access to the support we are paying for...and there's no way to reach someone to get the problem taken care of. I have sent e-mails to the address I previously received e-mails from for other issues and posted on help pages and here on the forums to no avail. We have a deadline sensitive issue that needs addressing and we can't get in touch with anyone until Monday morning to try and fix it. Is anyone else as dissatisfied with the quality of the tech support/customer service aspects of Adobe?

Hi,
I just looked through the content. The issue you are facing is that you have folio's with non-unique productIDs. Every folio should have a unique productID when you publish it.
Documentation:
http://help.adobe.com/en_US/digitalpubsuite/using/WS9293e1fb3b977c5c-45da217112a48b41a34-8 000.html
Important: Use a different Product ID for each folio. For retail folios, do not set the status to Free and set it to Retail later. Doing so can prevent the folio from being available in the custom viewer. Publish retail folios as Public and Retail.
For best results, use the com.publisher.publication.issue format (such as com.adobepress.dps_tips.july2011) to specify the Product ID. For best results, avoid uppercase letters in your Product ID. Uppercase letters may not work with Amazon in-app purchases.
iPad Publishing Companion guide (found on the DPS dashboard, lower right corner) page 2, 5,6, 22
I've sent you a email with the steps for you to follow to correct your issues.
With kind regards,
Klaasjan Tukker
Adobe Systems

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