Adobe has changed the partner for the support service. Apparently this caused several problems because of insufficient knowledge of the adobe products.
Adobe apologizes for support problems
It seems like Adobe had to face problems related to the customer support service. Vice President Lambert Walsh now apologized to the users in an open letter and explained what caused the problems.
From the PDF file one can learn that the customer support problems were unacceptable for Adobe. They were caused because the company had changed the partner for the support service and the employees of the new provider have not had full knowledge of the Adobe products. Thus they were not able to provide full support. But according to Adobe this will be taken care of as soon as possible by special trainings. If there should still be problems in the future Adobe asks the customers to report those directly.