cannot contact us online
I don under stand
Adobe has "live chat" as one of their several methods of help. That's online through your browser. They have phone help available, and via email. These forums are designed for user to user primarily, as I have done with you. Those other options are listed on the overview page of this forum and many other places including through the help menus of each program.
Kevin Monahan and a few other Adobe staffers do post here quite frequently though. They do not jump in on every post but normally the ones that may require more technical knowledge.