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Have you called them?
E-mails are usually not the best way to get customer service.
Yes, I have spoken with them at least 3 times and they told me twice they're going to email it to me. It is very strange, Customer Service seems as if they're are in a fog about my problem.
I find that response to by atypical of Adobe Customer Service. Though I have used them, but a few times, they have always been 100% with similar issues. When I upgraded Illustrator over about 4 versions, one five minute call (including hold-time) had me up and running. My original S/N was too old for the database in the AI upgrade to recognize. Adobe had an interim S/N for me in seconds, and then helped me re-set my installation to accept my older S/N. They have always helped me 100%, and in very short order with just one telephone call. Maybe things have changed, but I would place the call, and ask that they provide me with whatever was needed to do the install. It should not take an e-mail to do it.