Why does Acrobat tech support seem to know nothing about shared reviews?

Venting, but also asking honestly why Adobe has to suck so bad in their support of Acrobat....
I was on the phone with Acrobat tech support today (outsourced team perhaps?) to ask about another issue I'm having with disappearing comments. I can't see the comments, but another reviewer can. I can see on the webDAV server that the comments are there, sitting in the XML file under the reveiwer's name, but when I open the PDF, it won't grab those comments.
Not one but TWO tech support guys at Adobe seemed bewildered by these XML files that they think I created. I had to explain that I created nothing; that's what Acrobat does when one creates a shared review. It makes an XML file for each reviewer, and sticks it in a shared folder of your choosing, whose URL name is baked into the PDF. I had to walk each of them through the process of creating a shared review, and they both acted as if it was some mysterious weird process that I'm jerryrigging.
They said it was "unusual" that I am using a webDAV server, but I told them that webDAV is one of the three options provided by Adobe's wizard when setting up a shared review. (The other options are Network Folder and Sharepoint.) I told them it's not unusual at all; in fact, I got all the original setup instructions FROM ADOBE.
They kept putting me on hold for three to five minutes to apparently try looking stuff up, or maybe just to avoid my growing wrath.
I had another hunch that the problem might be that my synchronized folder may need to be cleared out (gotten from this thread: http://forums.adobe.com/message/3596773) and asked them if they could tell me where to find the synchronization folder on Mac, as that thread refers to Windows only. He had no idea. I asked him that surely, somewhere at Adobe where he works, somebody knows where that's set up on the Mac.
He put me on hold for three to five minutes and said he didn't know, but he'll "escalate" this and get back to me in 24 to 48 hours, which is the fastest turnaround time they can muster, apparently.
The only soultions I ever find to my Acrobat woes are from the beleaguered users themselves. I also suspect that only users (not Adobe's tech support, who don't seem to care about anything) will ever even read this.

We had the same problem in Germany... Turns out that the Regional and Language settings in the Client OS is causing the problems. If you change the decimal format from a , to a . it will solve the problem.. all comments will be places and vieable by all... pls clear all cache and profile settings first to start with a clean test... i hope this helps your situation..

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