Normally, if you buy a piece of software within 30 days of release announcement, you can get a free upgrade. Typically it takes a little while to shake out. It's not normally advertised loudly. Tech support may simply be unaware of what is on offer here, as it may not be officially possible to get the free upgrade yet.
Check this out ... free upgrade policy
"Adobe Answer (to all): Hi Everyone, if you’ve purchased CS5 recently you may qualify for our free upgrade. If you would like to find out if your CS5 purchase makes you eligible for an upgrade, please contact customer support on this page."
Links to Free Upgrade Policy from Adobe on this page http://kb2.adobe.com/cps/153/tn_15304.html?PID=2159997
That page includes phone number to contact etc.