Adobe Tech Support Rant

I'm attempting to install Creative Suite 2 - upgrading from Photoshop CS2. The installer won't recognize my copy of Photoshop or my PS serial number, so it suggests I call Adobe to resolve my problem. I called them about 20 minutes ago and I'm still on the phone. I'm now waiting to talk to the fourth person. I've been assigned a customer number and two case numbers (not sure why I need two). I've also had to listen to a recorded reprimand for not using the Adobe's website to resolve my problem - the installer told me to call! - and some cheesy elevator music. Why is it so hard for them to connect me with someone who can actually solve my problem? How is it more cost effective to keep me on hold (using their 800 number) and make me talk to a half dozen people who are useless? I don't get it. It's now been 25 minutes... These songs are really long. I'd describe the current music as light jazz. Could be worse, could be 80's light rock. At about 28 minutes, tech support answers. He's now telling me he's going to transfer me back to customer service to get an "unlocking code." But he seems confused now because the installer has not given me a "challenge code," which he apparently needs to authorize me to get an "unlocking code." Maybe he'll send me off with another case number. I have quite a collection. The music has now changed to what I could call caribbean. It's been 35 minutes and I now have a new case number! The tech support guy instructed me to go find my previous version (prior to CS2) of Photoshop and use that serial number for the upgrade. Oh joy, this should be fun. I haven't seen that install disc in years. Apparently I can't upgrade from the most recent version - although an Adobe rep told me I could when I called last week. They are not making any new friends. I'm now taking their online customer service survey. This will be fun.