Frustrations with responses to support cases

Hi folks,

I have yet another case with Adobe Enterprise support where the initial responses seems more focused on throwing solutions at the perceived problem, rather than attempting analysis of the provided logs and details of the problem. I must add that this experience is replicated across a number of different vendors I have dealt with. I am sure the first responders have to respond and move on quickly to the next. My frustration is with the process, and how the emphasis is on responding quickly, and not with a considered review!

With Adobe Entreprise support however, my customers pay for the priviledge, and I have already done a lot of diagnosing. The product I mostly deal with is FrameMaker and the experience with case responses has been frustrating and generally the case has not been resolved.

My current issue is with a 32-bit package of Acrobat Pro created in the admin Console that fails to install with a 'Package deployment failed due to mismatch of OS arhitecture'. Installing a 32-bit version downloaded directly from Adobe works okay. I do not expect anyone to help with this problem, unless of course you know the solution.

Is my experience not the normal? Do you get a helpful response to cases that results in resolution of the problem?

I would be interested in experieces both good and bad!

Jon