Adobe's "Customer Care"

Am I the only person to notice how bad Adobe's "Customer Care" has gotten? I have been on the phone with them at least 5 times over a period of more than two months and still have not received my post-announcement upgrade for CS4 Production Premium Suite. The last time I called they told me it would be delivered today. What they didn't say was that it would would be delivered today to their warehouse in Georgia because they shipped it to the wrong address and FedEx was returning it as undeliverable. There is a serious disconnect between the quality of the product that they are shipping and the support they are providing for it. And don't even get me started on their update manager.