How can I directly get an anwser to a help question?

I work in an IT service desk where providing solutions to user problems is a high priority.
I have been trying to get an answer to a simple question about Adobe premier but getting very frustrated as the only method of assistance offered is via this forum.
I go to the Adobe help pages, follow the links about the query and it comes up with the recommendation to use the forum - OK, done that. half a day of wasted time and not a single response. The web page also shows that I can use chat or phone. However when I click to find out more about the options it just takes me back in the circle of asking what the question is about and kicking me back to the forum.
My organisation has just invested heavily in CC tertiary site licenses and the setup of these in a University lab situation is a bit different so the normal help files aren't much use. relying on a forum for support is a cop out, and not the least bit helpful. Is there an e-mail address for Adobe where I can get a direct reply to my queries?
Great software - crap support....

I do not know of any way to talk to Adobe by telephone for a support issue... only billing
Also, Premiere Pro has a very active forum http://forums.adobe.com/community/premiere/content
However... I don't know if the people in that forum will be able to help with your situation
You MAY be able to get help by starting at this link...
Adobe contact information - http://helpx.adobe.com/contact.html
-Select your product and what you need help with
-Click on the blue box "Still need help? Contact us"

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