Here's how to open a web case without being kicked back to the forums over and over:
1. Login to your Account.
2. Go to View Support Information
3. Choose Issue Type : Using a product or service
4. Choose Additional Products - Digital Editions
5. Fill out the form. You can leave the Support Plan ID blank (says the customer service chat person)
How did you contact a customer service chat person?
I think it was at this page: http://www.adobe.com/support/contact/
I will say, however, that I had tried to contact the chat people several times before I actually got a response. All of my previous attempts simply got the message "All chat agents are busy. When an agent is available, the chat button will appear in this space." It can sometimes take awhile, but if you keep the window open eventually it'll pop up and tell you that an agent is available. Despite having to wait in limbo for awhile, I found the chat agent extremely knowledgable and helpful with my problems.