I also experienced a similar situation with Live Chat. He had me log in as "Not Me" on the registration window, reenter my Adobe ID and Password, enter the Serial Number (which I almost know by heart!!) and then open and quit every app in the suite. I don't know why, but after I launched Adobe Bridge, my computer started going really slow. The clock ticked once every 45 seconds or so. I was still on the Chat session, but unable to reply and I guess the rep got tired of waiting for just over 10 minutes. Imagine that - Customer Service had to wait for me!! Lol! Any way, I had to reboot the computer and to his credit, he emailed me telling me we were disconnected and kindly gave me a link to adobe.com so I could surf through the pages to find support and eventually Live Chat again. 20 minutes in the queue, I gave a case number. I thought it would be easy.... Long story short, the helpless 'tech support' guy disconnected me intentionally. He was useless, asking me to clarify that I was trying to transfer software to another computer? I said, 'Could you please read my case?' and he said 'Just one moment, please kind sir' (or something like that) and he disconnected me.