I purchased a one year subscription to Acrobat Pro, and after installation on my MacBook, in the LaunchPad (aside from the normal Adobe Acrobat Pro, Acrobat Distiller, and Forms Central for Acrobat) a folder containing two icons. The first was (I forgot the name) and the second entitled AAMLauncherUtil. Shortly after installation I ran the AAMLauncher Util, and it downloaded and "updated" Acrobat Pro and installed Creative Cloud. I was told by some person in Tech Support that I didn't need these two additional icons in LaunchPad, and I could just drag them to the trash.
The folder would not go in the Trash, so I dragged them out of the folder and then the one whose name I don't remember was able to go to the Trash, but not the AAMLauncherUtil icon.
I called Tech Support again, and got a technician whose name I will withhold, but although he tried to solve the problem, basically he was clueless and I could hear him asking other people in the background what to do and they were giving him suggestions, mucking around my library and deleting anything that sounded like it was associated with AAMLaucher, and in the end all he succeeded in doing was making my Creative Cloud not work anymore and produce messages that it was corrupted and had to be removed and reinstalled. Finally he gave up and said that he was referring my Case 185689167 to the next level higher of tech support, who would call me within 24 hours. Of course they never did that so I called Apple Support and a representative there went way beyond what he needed to do and we were able to uninstall and reinstall Creative Cloud and make it work again, although the AAMLaucherUtil icon remains there. Currently, it doesn't update anything like it did the first time I ran it, or act like it is trying to update anything, but it does open Creative Cloud if you have closed it.
Several days later (not the promised 24 hours) I got an email from my Voicemail Service with a transcribed message from Adobe Tech Support saying that they had tried to call me... at the number listed in my subscription payment details... NOT at the number I had told them to call me at, and since I am 7000 miles away from my billing number I didn't get the call. The message requested me to call them back. I did so, and the message on the VRU said I would have to wait approximately 30 minutes. Two and one half hours later (not 30 minutes) someone answered who was not Second Level Tech Support, and reiterated that it was not possible to transfer me to them, and he would note that I had called back and they would call me within 24 hours.... yeah right. By then after waiting all that time to speak to someone I was so mad that I forgot to mention the correct number to call me at... although I had mentioned it previously. Several days later (not 24 hours) they called the wrong number again, and when I didn't answer it then sent me an email that they were considering the case solved and closing it, and I could reopen it within 14 days.
I then called back and this time waiting 3 hours on hold, and the person who I spoke with (whose name I withhold for now) said he would reopen the case and they would call me within 24 hours... again he couldn't transfer me to them. Again I forgot to reiterate the correct phone number that I had told them the first time since I was so mad about waiting 3 hours on hold.
The next day, I realized that I had not reiterated the correct phone number, and I went into my account settings and changed the phone number in both places it exists, and then tried calling back to make sure they would call the correct phone number. This time I waited on hold for 4 hours, and finally gave up without ever being able to speak to a person.
The next day... still no call even to the wrong number since my Voice Mail would have informed me it there was a call.... I called Sales since that seemed to be the only way to talk to a real person, and screamed at them about this issue and was informed they couldn't do anything about Tech Support, or about associating my phone number with my case number, but he would put me in the queue for tech support since nobody was in the queue so they should call me back right away.
I did get a call in a few minutes, which said "If Valued Customer is available, press 1" so I pressed 1 and it went to music. I then waited for 15 minutes of music with no answer, after which I got an email from my Voicemail Service transcribing the message saying:
"Reschedule this call back for a later time press three to cancel this call back press nine. Your response was not recognized. Please try again. When valued customer is on the line press one to speak to a support specialist. If you need time to get valued customer on the line press two. To reschedule this call back for a later time press three to cancel this call back press nine. Your response was not recognized. Please try again. When valued customer is on the line press one to speak to a support specialist. If you need time to get valued customer on the line press two. To reschedule this call back for a later time press three to cancel this call back press nine."
... more. Please listen to your voicemail for the remainder of this message.
They can't recognize me pressing 1????? So who know... I was listening to music but did that mean I was really ever going to reach a real person, or was the Voicemail message correct and I would be listening to music forever?
So this morning I tried calling again only to receive message the the Tech Support Telephone Lines were down for scheduled maintenance until August 10th... I tried chatting... that is offline also.
Is there a way to associate my actual phone number with my case number... maybe somebody from Adobe actually reads these diatribes? I need to be called at or after 17:00 Pacific time.... I was told the hours are on Pacific Time.... although one representative who I was trying to coordinate the timing of the call with was very confused about the time zones. He was trying to tell me that the current time was 09:00 Pacific Time, which I knew to be wrong, and he finally admitted, after I challenged him to look on www.timeanddate.com, that it was 09:00 in Bangalore, and Pacific time was 20:00.