Bad Customer Service at Adobe - Why ?

Why Does Adobe have such terrible customer service?

I am so suprised and disappointed to learn this.

I have submit several requests for someone to call me back , via their customer service page. Nobody ever calls me back.

I try calling them EVERY SINGLE DAY- Nobody answers the phone... not even after 30 minutes of waiting !

I purchased the teacher version of the CS5 package and submit my identification as requested. They keep sending me emails to inform they will cancel my order if they dont receive the ID. But i have already submit it ! So i am trying to get through to someone so i can give them the case number and ask them to verify that i have submit the ID !

Surely , this is not the job of the customer. Surely , for software as expensive as Adobe' packages , they should have a decent customer service support line where you are guaranteed to get through to a person who can help???? Apparently not , apparently this is too much to ask

Why is Adobe customer service  so terrible? And is it likely to improve??? If not, i may just cancel the order, as annoying as that will be . I need to know i can rely on a good support line when needed.