Is Adobe Support always this pathetic?

I bought the CS4 upgrade and got it on DVD without paying
attention. It
didn't dawn on me that it wouldn't be on CD. Yes, I
know...but my aging
laptop doesn't have a DVD player in it. So I put in a
customer support
request asking if they have it on CD or whether I need to
download it and
use the serial number from my DVD. And if so, do I use the
trial download or
is there another link I should use since it's an upgrade.
Well, that was
last Friday. After submitting the request it says you should
hear within 24
business hours. On Wednesday I updated it to see if I could
wake someone up.
Again it says I should hear from them within 24 hours. Here
it is a week
later and not a word out of them.
This is the first time I've used Adobe support. Are they
always this
horrible?
Mad Dog

After not getting a response from my support ticket for two
weeks and not
getting a call back from the Customer Support supervisor as
promised, I
wrote an email and sent a copy to the CEO/President and two
Exec. VPs. The
next morning my support ticket (and the three ticket updates
I entered) had
been answered and I had a response from a Senior Support
Consultant
apologizing and giving me a link so I could download the
contents of the DVD
and upgrade. Amazing....
The odd part is the support ticket response said to just
install the Trial
Version and use my serial number while the direct email gave
me a link to
what I think is a larger file (470MB zipped). So there's
still a question
about what actually works in this instance, but I assume when
I get a chance
to install from the download all will be well.
All's well that (finally!) ends well....
MD
Mad Dog wrote:
> I bought the CS4 upgrade and got it on DVD without
paying attention.
> It didn't dawn on me that it wouldn't be on CD. Yes, I
know...but my
> aging laptop doesn't have a DVD player in it. So I put
in a customer
> support request asking if they have it on CD or whether
I need to
> download it and use the serial number from my DVD. And
if so, do I
> use the trial download or is there another link I should
use since
> it's an upgrade. Well, that was last Friday. After
submitting the
> request it says you should hear within 24 business
hours. On
> Wednesday I updated it to see if I could wake someone
up. Again it
> says I should hear from them within 24 hours. Here it is
a week later
> and not a word out of them.
> This is the first time I've used Adobe support. Are they
always this
> horrible?
>
> Mad Dog

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