You'd be wrong. It would be surprising if other than the person eventually in charge of all the forums might be a Adobe employee. Other than him/her, I is my doubt if adobe even knows that these forums exist.
The reason it took you so long to connect is, all phone and Chat support is done from India. From people that barely know how to speak English. Typically they are give scripts to read and they scan over their notes and pick out one, or two that may fix you issue. If the notes they read don't help you situation you get a song and dance routine, noting they will escalate to a higher power most of the time it forgotten.
These are User to User to Forums and odds are you will get help, more help, and better help, from the volunteers here, than from the so called support. But don't get angry. Many software and computer companies with the notable exception of Apple doing almost the same thing. Sadly Adobe and Intuit vie for last place for support. Sometimes Intuit ranks better. I have several Adobe products, Acrobat, Reader, Photoshop 5.5, Latest Photoshop Express, Lightroom 5, DreamWeaver 5.5 and others. Yet I get most help fro these forums Most of the time I fly by seat of my pants, as being a Mac User, I get little support. (Turns out I know more than most and I from time to time answer Mac adobe product questions.)