There seems to be a culture where CS3 and/or earlier users are looked down upon. Unfortunately, you're stuck in limbo land until you decide to contact sales and upgrade to CS4.
Shantanu Narayen (CEO/President) or John Warnock (co-chairman)
firstname.lastname@example.org and email@example.com would be my guess. At least when it comes to the "official" aliases. Adobe people just never use them, so the real address could be anything. Anyway, it's a moot point. At that level, there will be 2 secretaries and 3 personal assistants probably sorting the mail, so whether your complaint gets through, is anybody's guess. And I think it won't do anything to begin with. Adobe has never supported more than the current version for customers without support plans and that means that a platform switch for CS3 is not in their books. I'm afraid upgrading to CS4 is your only option at that point.
Although you represent your last name to be Thelpcustomer, is it actually, by any chance, 'Kenobi'?
If that were the case "the force" would have already fixed the problem.
If you look over at the forum's general forum [http://forums.adobe.com/community/general/forum_comments] up at the top in yellow is a link to a "we're sorry" letter from someone at Adobe. They switched customer support providers and it's not going smoothly, to say the least.
Other people have had issues similar to yours mentioned over there and have had luck once they posted it to Facebook of all places... There's a link somewhere over there to a page someone set up, otherwise, the CS dude's email is at the end of that letter.
Please read this:
Send your problem to: firstname.lastname@example.org
Not sure Adobe actually cares about its customers, but you can always try! Good Luck!
Here is what you initially tell customer service.You want to upgrade to CS 4 but your current license is on the Windows platform.
You need to finished some projects that are created in CS3 because of a plug in compatibility issue with CS 4 so you first need to
install CS 3 on the Mac before you can upgrade, so you need to transfer the license and install CS 3 first. Once you finished with this project you intnd to remove CS 3 althogether and just keep CS 4 running so you want a clean installed system before you upgrade.
If they ask which plug in say Vector Studio.
You have to read this forum: http://forums.adobe.com/community/general/adobedotcom_feedback?view=discussions&start=0
You are not alone. People are pledging to stop buying Adobe products. No updates, No service, Nothing from Adobe. Why support this company?
Good Luck, you going to need it!
The suggestion from skullmaker that referenced the open letter from Adobe to their customers and the adbecare email address was very helpful.
I emailed them and briefly explained my issue (not always easy when you are frustrated and you want to send them a blow-by-blow time line description of everything that happened).
Adobe called me back within 24 hours and acknowledged that their current customer support process is not meeting their customer service goals and that they are actively working to correct the deficiencies.
The individual that I spoke with was very polite (Tracy M) and understanding, and stated that she would resolve my problem personally. She also provided her direct contact information should I have any further problems.
She didn't redirect me to yet another unanswered phone number or ask me to submit another LOD or to complete another web ticket - she assumed ownership for my problem and said that she would handle everything to get my issue resolved.
I believe that Adobe knows that they have a problem and that they are sincere in wanting to correct their customer support process issues. I believe that my issue is resolved (or will be shortly). My suggestion to anyone experiencing out of the ordinary problems with Adobe's current customer support process is to contact Adobe through the email address mentioned in the open letter.
My thanks to Skullmaker and this forum for helping me get past this problem - I really appreciate it.
Sorry - I failed to see your response that referenced the same Adobe customer support letter.
Thank you too.