How to install InDesign upgrade over PageMaker upgrade

Perhaps I'm the only one in the world with this problem (so I've been told by customer support) but here goes...
I purchased PageMaker version 5 back around 1997. Since then, I purchased several upgrades so that I'm now at PM version 6.5. I just purchased InDesign CS4 as an upgrade to PageMaker. However, I can't get it to install because my PM 6.5 is an upgrade. If you are familiar with the PageMaker upgrade process, the upgrade searches the machine for an earlier version and uses its serial number. The serial number my PM 6.5 is displaying is the original version 5 serial number. There is no new serial number in the box for the PM 6.5 upgrade.
Calling customer care has been a total waste of time because:
1) Language barrier
2) Even though I'm staring at the PM 6.5 "About" screen and reading them the serial number, they insist I don't have version 6.5 - just one step short of calling me stupid or a liar.
3) They need my e-mail address from 11 years ago to confirm registration of PageMaker. I didn't have an e-mail address 11 years ago - I registered the product over the phone. They tell me without the e-mail address they can't help me.
4) They asked if I had a customer ID number from 11 years ago, which I happen to have in the original box. When I gave it to them, they tell me it isn't a "real" customer ID.
5) I can't get them to transfer me to someone who understands any of the above. They just tell me to call back when I can find my original e-mail address (the one I never had) else they can't help me.
I've invested thousands of dollars in PageMaker, Premiere, After Effects, and a host of other Adobe products, which I've registered and they can't find me in their system at all. This is nuts! [/ rant off]
So, can anyone point me to someone in Adobe who understands the upgrade and licensing methodologies used in their former upgrade packages or understands how to look up a very long time customer in their CIS database so I can get my new InDesign installed and registered? Any help will be appreciated.

I wanted to post a final report on my issue. I'm not one who gives up when confronted with ignorance (or lousy product support) when there is a principal at stake. After months of battling the "know nothings" in Adobe technical support, I finally wrote a formal letter to introduce Adobe management to my attorney who was of the opinion that I was entitled to either a product activation or a refund with additional compensation for my lost productivity (which I well documented) and legal fees. Upon receiving my letter and pondering their choices, Adobe called me and agreed an activation seemed like a reasonable solution. They provided me with an activation code, which I'm pleased to say worked.
If you go to the product support licensing page at http://www.adobe.com/support/service/ there is now a link on the right side of the page titled "Resolve previous version serial number issue when installing a CS4 upgrade". As such, Adobe is now aware this is a real problem. If you're experiencing the "old serial number carrying forward" problem as I did, first try the instructions provided by the link. If that fails, you need to call customer support (do not call technical support) and tell them you need to activate your InDesign using an override.
Adobe support will take you through a procedure that consists of hidden key strokes and mouse clicks. Take good notes as you will need to remember the procedure if you should ever need to re-activate the installation. The procedure will open a challenge code and activation dialog. They will ask for the challenge code and your InDesign serial number. From that, they will generate an activation code that will bypass the normal [previous product] checks and activate your installation.
SPECIAL NOTE: When customer support gives you the activation code, write it down, along with the date. The activation code is somehow tied to the date. I learned this because I had a hard drive failure a few weeks ago and needed to re-install everything on my new drive. I first tried to re-enter the activation override code with no luck. After sitting on hold with Adobe customer support for two hours, I got the idea to change my system clock back to the date I received the activation code. Much to my delight it worked! So, if you should ever need to re-activate your InDesign, remember to set your computer clock back to the date you received the override activation code and follow the override procedure (referring to the good notes you took the first time).
I hope this helps others who are trapped in Adobe support purgatory with this issue.
Cheers!

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