adobe support

character animator problems. Adobe support asked me to send puppet over a week ago to DVASup@adobe.com... said they would fix puppets issues. body not moving and would return within 48 hours and did not? I contacted a few times now and they have not returned the puppet or answered me and puppet still not working on program. this is some detail from the transcript. I do not think he knew what he was doing. who do I contact now? Adobe does not have a clear process for rectifying problems . its appalling!