Adobe Phone Support

Adobe, you give no option for providing any sort of feedback so I'm posting here because I feel compelled to.

Your phone support is absolutely atrocious. We spent over a month on and off the phone with several members of the call center staff trying fix a simple issue that the forum staff resolved in a matter of a few hours (hindsight is 20/20).

Every single time they would conclude the conversation with no solution, yet assuring me that they would meet with the engineering team and give me a call back within 48 hours. On five separate occasions, they simply never returned my call within the time frame they allotted to me. Which forced me to again call and repeat the process, like I said, FIVE TIMES, over the course of one month.

They also closed my support case two times, claiming the solution had been found, even though it very clearly wasn't (one of those times was after I had been on the phone with them the day prior, and they closed the support case on Christmas Day after they promised a call back on the 27th - you've got to be kidding me right?).

Finally I became too fed up with them and posted on the forums, which to my surprise I was responded to almost immediately, and after a few hours of troubleshooting, the forum staff solved the issue we were experiencing. In hindsight, I would of course simply post on the forums right away, but I assumed that direct communication over the phone would be a better option. Obviously not.

My impression was that this call center was outsourced in India, and the staff knew nothing of value to help me, didn't listen to anything I was saying, and read from a script the entire time. On three occasions the staff took control of my computer and looked around in "~Library" folders for about 30 minutes each time - the solution to the problem (a folder called common.old) was right in front of their faces yet none of them could diagnose it. I had to personally bring it up the suspicious folder with the forum staff and they immediately recognized that as the problem and helped me fix it.

Please for the love of all things - improve your call center support.