I want to escalate a complaint about Adobe 'Customer Service'

Question

Last year I perfectly legitimately bought a second hand copy of Creative Suite 5.5 Design Premium. I have successfully installed it and have been using it perfectly ever since. However, I asked the original purchaser of the software to transfer all ownership (licence) over to me so that I can take full advantage of the product and eventually upgrade.
The purchaser, on my behalf, jumped through the various hoops, had a lengthy support LiveChat (3/9/12) with a Justin, filling in all the necessary forms along the way and eventually was asked to open a support case (0209083539). The case was opened and the purchaser kept asking support where we were up to, to which he got little if no response right up until the case was withdrawn without notification.
I myself, decided to enter the ring and see if I couldn't motivate this through to a satisfactory conclusion and I too had a LiveChat (26/9/12), first with a Ghanendra and then had to repeat the whole story yet again to a Abhishek who after many questions assured me that the process would finally draw to a close once Photo Identity proof of the original purchaser had been uploaded it would be resolved.
It wasn't.
The purchaser duly uploaded his passport photo page, the support case page acknowledged receipt and reported as such (26/9/12) and a week later he received the following...
"We are sorry to inform you that we are unable to Transfer the License since the Transferee's part of the Transfer of License form is not filled. Please re-attach the completely filled Transfer of License form so that we will validate and Transfer the License"
A week or so later the signed form was uploaded by the purchaser and we collectively held our breath.
We shouldn't have bothered.
Adobe were now asking for a new invoice as the Apple Mac and Creative Suite were paid for by the wife of the chap I bought it from. (16/10/12)
Less than a week later Adobe closed the case yet again without notifying either of us.
To be honest, I had other things in my life going on and I was not only finding the whole process thoroughly ridiculous but frankly tiring and felt that both me and the purchaser needed a well earned break from this debacle.
March this year. I give the purchaser a nudge and he informs me that he's finally got an invoice of the original purchase with his name on it and furthermore the case has been reopened.
It was looking promising.
Again, we were fooling ourselves.
I keep asking the purchaser if there's been any movement, I'm asking on a mainly fortnightly, often weekly basis, and there has still been no reply from Adobe.
I have kept (and I presume the purchaser has also) all communication between ourselves and Adobe and each other.
This is rediculous that that this hasn't been resolved. This software is not cheap to buy, and rightly, now that the original purchaser has no need for it, he wants to get some of his money back, like you would for any other purchase of any other product or service.
It's embaressing that a company of Adobe's size cannot orchestrate a successfull and efficient customer service that outlines in easy to understand language in clear view without having to be palmed off once more to talk to a support representative who, through no fault of their own, seems to have their hands tied by stupid and intrusive beaurocracy, over what, a piece of sodding software. It's not the crown jewels for heavens sake, it's not a priceless artifact, it's a piece of software, that came in a box, that a bloke paid a handsome amount for that I now own, but can't take full ownership of because the company that made it makes it virtually impossible to do.
If it wasn't for the fact that I earn my living by using your software, because it is considered 'industry standard' I wouldn't use it, as your system of ownership is frankly ludicrous.
I want this case escalating and resolving to both mine and the original purchasers satisfaction. I have absolutely no idea how you could recompense the hours and hours of lost time that we've spent jumping through the many many hoops that have been placed in front of us, but I'm sure you'll find a way.

Answer 1

Well, I have an update.
As of 8.45 this evening, nearly four hours after posting the above, the original purchaser of the software in question received the following email (clearly I've removed sensitive info)
"With this response, we believe your issue is resolved and have therefore closed your case xxxxxxxxxxx.  If your support case has not been completed to your satisfaction or you should you need to contact us on this issue again, please reference your case number. You can reopen your case up to 14 days after it has been closed.
Hello xxxxx,
Thank you for contacting Adobe and we apologize for not being able to answer your request in a timely manner. We appreciate your patience in this regard.
This email is regarding your request to transfer the license for the software Adobe Design Premium CS 5.5.
Xxxxx, we have transferred the serial number xxxxxxxxxxxxxxxxxxxxxxxxx from your Adobe account the account associated with the email address xxxxxxxxxxxxxxxxxxxxxxxxx as per your request hence closed this case."
...and I have checked my Adobe account and can confirm that indeed the licence has finally been transferred. :O
The system does work ...eventually.
I clearly needed to write that shirty forum post above months ago. Adobe Support may well have actually done what they should have done months ago, but it still doesn't stop them being useless and needlessly protracting a fairly simple process and wasting both my time and the original purchasers time.
I also can't help but wonder if Tweeting the forum support page URL directly to Adobe and Adobe Support helped them extract a digit from their collective rectum, I guess we'll never know?
Adobe, sort your support out, it aint rocket surgery!