Support question, if things are not going

Although what I write betriftt version 11, but could also relate to the newer. After I had time to reinstall my operating system, element could no longer install. The error message (the text) was known, and I tried out, what to do in such a case, which supported me the support of Amazon. Unfortunately, I was unsuccessful. Amazon gave me two service numbers from Adobe, which however did not lead to a human. Eventually I got the message "your product is not supported". Amazon could me then also not help; and I have to write the still relatively expensive software. Final sentence: "I'm really sorry, I can provide you with any new information here and hope for your understanding." I hope now to my understanding, is not ready yet ....