Hi Jeff
Thanks for getting back to me. I am not sure if you understood my situation. What I needed was to contact Adobe customer support so that they could deactivate the CS6 on my broken computer. The problem I had, and you might want to address this as part of Adobe customer service moving forward, is that there is no way to contact customer service for issues with CS6. The only support option allowed on your website is to post a question in the Forum.
If you follow the link you sent me to Adobe customer service, and believe me I did, you will be taken to a page that will ask you for some information about your product first. Once you go thru the series of questions and windows, you reach a page that tells you that your only support option is the Forum. It will literally not allow you to initiate a chat session!
I finally found that their is a small statement at the bottom of the page from your company president saying that customer service is important to him and to let him know how Adobe is doing. By clicking on that link I was able to send an email and within a few hours a customer service rep named, Sandeep Singh, responded to me and told me that he had increased my activation count so that I could reload CS6 on my new computer.
Given that the average computer lasts 3 to 6 years and that Adobe products are quite expensive, their should be some way for your customers to contact customer service directly without the need to navigate through a system designed to make it nearly impossible to contact someone. This kind of support should be available for at least as long as one might reasonably be expected to use your product, say 5 years.
In contrast to this difficult experience, I also contacted Microsoft yesterday for help with transferring software from my broken computer to the replacement. It was extremely easy! I went to their customer service site answered a few questions and was presented with the option of either chatting with a rep or having one call me. I chose call and withing 5 minutes someone called me and helped me with my issue. They even sent me an email confirming the resolution with a case number.
This process has really made me wonder why Adobe has chosen to offer such limited and deliberately difficult customer service. I hope these comments can help you address these issues internally so that Adobe can improve its customer service experience.
Best,
Steve