Where is the actual support for Adobe business Catalyst? Why can't I just phone someone like other software companies?

Question

I am concerned by the 'non help' , customer service platitudes available to me as a customer. I was left 3 minutes to go through auto call filtration to be told that there is no-one to speak to. I am a new customer, clearly I have a different view of what customer service is. I wonder what exec has ever tested this? Anyone in their right mind could see that this is just plain poor and unacceptable.
No a great start, as we stand I will not be recommending this platform within my business community which amounts to 30 companies because I am nervous they will receive the same shoddy service.
Don't worry though, I only have a security breach and need urgent help.

Answer 1

Because they are a large US corporation that doesn't really want to talk to customers one on one. They hide behind call-centers and help sites that are hard to use. It's just better for the bottom line and no one person (or very few)  knows enough to give you a useful answer. This is not just an Adobe problem. But large corporations generally suck at service. It's not good enough - but what are you going to do.  That said we've had reasonable success with the online chat service - just takes days rather than minutes to get satisfactory answers.
You know it goes like this:-
"What seems to be the problem?",
You " I have this problem, I can't find information on X, Ca the BC do this?"
"Please wait while I check (consults documentation - probably the same docs we can see)"
You "hello",
"One sec", 
"I don't seem to be able to find that, can you file a support ticket",
You  "Can't you do that now for me?" 
"Ok I can do that, your support ticket is this xxxx, but we'll email you. We'll come back to you with an answer later",
You "Thanks".
"Is there any thing else we can help you with today?",
You "No Thanks, just the question please".
15 minutes may have passed by this time, you have no useful answer (typically) and will have to wait 1 to 2 days for an answer (typically) and this is often "No sorry we don't support that right now".
This is typical, so generally we contact support as a last resort only. Google usually has better answers.  But then this is what Adobe and most Large Software companies/Corporations want. You almost never get to talk to the "Horses mouth", a manager with clout, the product designer or developer.
We design, build and manage brand experiences for a number of large enterprises, personally we always recommend that these customers set up their support with real phone numbers and email along with contact forms (which I personally hate). In my mind typically you can deal with support matters in the fraction of the time if you can talk to someone directly who knows the product. A good telephone receptionist is 100 times more efficient than any call center (no matter what call center companies and software vendors tell you - the numbers lie).  It means Happier customers. Better feedback to those who make the decisions.
Better all round. But usually companies don't see it that way. Managers want remove themselves as far as possible from customers everyday problems and let an underling or "the system" deal with it.
Maybe that's why few humans actually like dealing with large faceless corporations - yet we do, we put up with it - because they can get away with it.