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I am having problems downloading acrobat pro XI and have been trying to access a download link thorugh costumer support via chat. Its the second day and no answer after hours of waiting.Case ID is ADB-15247206-W2C4
Just checking whether you've tried typing AGENT which should (in theory) take you out of the automated system into the queue for a human.
The first time I was in contact with "human" support and bounced me around until the queue eventually broke off after almost 2 hours. I am currently stuck with the automatic help queueing me for proper support.