Techinical Support: Very Frustrating!

Question

Sorry kids, just have to vent a minute about Adobe Audition assistance...
I started with sending an email about my issue with Audition and received a fairly quick response in the form of a pdf file. Cool. Except their "simple resolution" was beyond obvious and one that I've already tried...several times.  I decided to call tech support for a live person who could talk me through something that I might be missing.  After spending more than five minutes getting the tech to understand my name is Tommy not Tammy he decided to send me to a specialist that will help me resolve my issue with Audition.
So, after wasting the better part of an hour on the phone with a "technical expert" I still do not have a resolution to my issue.  There are so many things wrong with tech support for Audition that my head is spinning.  I'm sure India has some very talented workers, I'm very sure the folks of India work for pennys a day. But, I'm sorry after being transfered several times to get me to the best "expert" to assist with my signal input issue, after explaining it very slowly three times, their experts best suggestion was to try un-docking or to maximize the level meter. WHAT??????
I need to know why I'm unable to control my input signal in multi-track mode not how to move the level meter!!
To top it all off, this technical expert disconnected the call.  Accidentally? If so, that's scary for someone who is supposed to be a technical expert with Adobe products, software and technology.  On purpose? If so, flippin' shame on her, shame on Adobe.
I lilke Adobe products but this is just wrong.  We're failing economically here in California, just like the rest of America, and for a San Jose California company to send jobs to India while our unemployment is at double digits is just wrong.  And to top it off, from my experiences, these "experts" are clueless.
I've wasted my time, still don't have a resolution to my issue and I'm very disappointed in Adobe on so many levels.

Answer 1

SteveG,
I'm going to be very respectful to you, PERSONALLY.  And, respectfully, while it's not my job to do this, and my apologies, and kudos to you if it's not your job to listen to us complain, but I would think that if some PR, or Cust Svc VP @adobe.com wants to make some brownie points, they should read this entire thread, eat some humble pie, AND FIX THE PROBLEM no matter whose feelings get hurt!!
However, the problem doesn't seem to be with most of the people, like you.  The problem is the CULTURE of the support.  Meaning, when we come to Adobe.com we have to go around the world 8X's just to simply state our issue.  What's more, it seems like EVERYTIME I come to just the Audition section (God forbid if I had to deal with any other products) every page is different from the last time I came, and I just go in circles.  I mean they're pretty pages, but honestly, JUST GET ME TO WHERE I NEED TO GO. 
I mean, you have to admit, here's the KING of web design, and graphics, yet their own site is SOO discombobulated their own customers can't get done what they came here for.  It's the same culture at Google, cuz it's basically the same kinds of people.  It seems like they're a bunch of overly creative teenagers that just HAVE to express all of their cute little techy ideas, and don't they just look SOO cool!  They haven't ONE CLUE as to how it affects the end-user customer.
As so many other musicians here, I go to ALL KINDS of forums every day, all over the internet, so I know what an EASILY accessible forum looks like.  For instance, Cakewalk, your competitor.  While there's things about their product that make me crazy, but if I want to go to their forum, it only takes 3-4 steps...MAX!  Click on their Community/Forums/My subforum/Login/...AND ASK MY FREAKIN' QUESTION!... DONE!!  If I want to search for a similar issue, I can, but I HAVE A CHOICE!  I don't have to be harrassed to do things YOUR WAY!  I'll give you a clear example from this very forum as to the opposite negative experience.
In fact, the way I 1st saw your name was in a thread titled BeatMatching.  And while I got MOST of my question answered in the thread, there was still a minor question (that STILL lingers due to crappy forum design).  I tried to click on the poster of that response, and it gave me a list of the threads he'd posted on, I clicked on it, and it just took me right back where I was.  It didn't auto prompt me to SIGN IN; which I'd ALREADY done, but it kicked me out, just cuz I went to another page. 
Someone well-grounded in customer service needs to sit down with these web content designers and say "Look, here's a list of what you need to provide to users to service THEIR needs...NOT YOURS.  Show them BIG, CLEAR Login buttons, BIG CLEAR links to get where THEY want to go.  If you want to suggest some helpful links AFTER they have posted, FINE!  If their issue gets resolved, give them a BIG CLEAR button that says so."  And Steve, Adobe has been like this for years.  So, by ALL MEANS, if they'd rather just let the natives settle issues by, and amongst themselves, I'm plenty good with that.  Just give us a decent arena to do it in!
I hope I didn't offend you, and it does seem like the ones that DON'T need to hear our voice, are always the ones that do, and vice versa. Kinda like govt these days!