Consistently the worst customer service experience in my memory

This is a rant - I would submit it to customer service but.. well, you read the subject line. 

To anyone at Adobe that's listening - get help, FAST because your customer support is awful. 

Initially I was disappointed with the 30+ Minute wait times to talk to someone.. but that's improved lately. 

Then, I was vexed that I couldn't upgrade or downgrade my account without having to open a customer service ticket (and wait 30 minutes) every time... 

Further, on one recent customer service excursion, I was transferred to 3 different people in what seemed like a complete circle.. 

Last week, I decided to sign up for an "Expert Session" I just needed someone to get a little hands on with me with creative cloud, demonstrate what could be done and answer some questions as we go through it... 

I scheduled it a week ago, I cancelled an appointment to make room for this call... no one called me. 

So I contacted customer support (you already know how that goes) and an hour after my appointment someone called me. I've been a saint so far, keeping my cool... happy to just finally talk to an expert and get my questions answered... 

The answer to all of my questions was "I can link you to an article..." -.- 

I'm not kidding. I even said "Hey, do you think we could do something hands on here so I can see how this works?" To which the answer was of course... no. 

How did it get to this point Adobe? How is a company who's PRODUCT is user experience become SO AWFUL at user experience?!