Thanks Ned. Thank you for the feedback. Pending the specifics I can send out a general reminder to better clarify what support can be provided with activation support.
Smk1013 if you are able to locate the case number please let me know as it will provide me specifics on where to provide feedback too.
Most of the specific instances I have reviewed the individual was facing installation issues. Sometimes even under modern/current operating systems. Chat support does currently provide installation support for Creative Suite 6 but previous versions are no longer supported. I would recommend Adobe - Support Plans : Policies : Supported Product Versions as a good resource to determine what versions still receive support through phone or chat.
For future viewers of this discussion if you feel you are facing an activation issue please see Activation & deactivation help - http://helpx.adobe.com/x-productkb/policy-pricing/activation-deactivation-products.html.
If you are facing an installation issue please feel free to search/post regarding the error you are receiving in the Downloading, Installing, Setting Up forum. This forum is designed to assist with installation and download difficulties faced with all Creative Suite and Elements software titles. In addition if you are facing a download or installation issue for Acrobat through the Creative Suite then this would also be a relevant forum to post too.
If you are facing an Acrobat specific installation error message you may also want to consider posting to the Acrobat Installation & Update Issues forum at Acrobat Installation & Update Issues. Acrobat does utilize different installation technology so the community in this forum may be the best resource for installation related errors.