I've dealt with them (both at a professional B2B level and on a personal level) numerous times and overall my experience has been good. Not great, but good. Hold times, if you're calling, can be long but they do offer online "Chat with an Adobe Rep" support as well. What I do is get on the phone, then log on to Chat Support and talk to whomever comes on the line first (online chat has won almost every time). How successful you are in getting resolution to your issue, I think, depends entirely on how experienced the Tech is (am I stating the obvious?) and some of them clearly know more than others.