That's a bit disingenuous. Adobe CS5 was released with both a digital download and a DVD option. In fact, when the digital download was active, you could go purchase the retail box, enter the key in Adobe's site, and download CS5 that way.
But this is all entirely besides the point made in the article: that outsourced customer service is terribad when they don't actually have the resources/training/motivation to fix problems.
But this is all entirely besides the point made in the article: that outsourced customer service is terribad when they don't actually have the resources/training/motivation to fix problems.