Yes, we had the same experience. We actually opened a ticket and got a response saying they would call us within 24-48 hours, but we didn't hear from them for weeks. I finally resorted to the forum and was able to get my questions answer after a few days. The service has really gone downhill. Below is the only info I have on the license that I got from the client - It was a volume license purchased through a re-seller. If you ask for a volume license that is supported for Citrix Provisioning, they should get you the correct version. They won't however tell you what you have to go through to get it to work:
Item No | Product Name | Product Version | Product Language | Product Platform | Additional Text |
1 | Acrobat | 12 | Universal English | Windows | LIC SN |