Chat support for Light Room Classic

I have dealt with Adobe's Customer Care Support for a long time.  When an issue is difficult, the agents are ot always able to help.  When I request an expert I get resistance.  One issue took about a year to fully resolve.

Now a new issue and I am not getting appropriate help.  None of the agents so far have been able to figure out a solution.  One that I worked with thought he had solved the problem, but later it occurred again.  He called me again about this, decided the Catalog had been corrupted.  He did what he called "collecting" my catalog, which I assume meant he brought a copy over to the Adobe computers.  Told me I would get an email about it and he would call the next day with instructions for what to do.  This occurred on Thursday, the call was supposed to call Friday.  I have not heard from him yet.

I have sent multiple emails to Adobe Customer Care requesting help.  Finally got an email this morning with a call back appointment for tomorrow.  But no comments on what level of technician would be calling, just an empty apology for the difficulties I have been experiencing.

Why are the Customer Care communications anonymous, very impersonal, often incorrect as to the issues?  Why do agents not call at the time a call back is scheduled?  Several times the call has been dropped, whether intentional or not, and I wonder why they do not call back.  

Does anyone know how I can resolve the communications issues?  Without some kind of consistency and dedicated attention to a complex issue, it is almost impossible to expect success.  Each agent has different ways of approaching things, but usually it involves trying things already done by others or by myself.  Then they get lost in my catalog trying to find the specific example of what should be investigated.  Some are more considerate and listen to what I say about my difficulties, which makes it easier to work with them and make progress.  Others think they know everything and I know nothing!  So I am supposed to sit back and watch them jumping around in my Catalog, trying things that could mess it up, and that is unacceptable.  I have had to force my control over the mouse, in order to prevent them from doing what I see they are getting ready to do.  I have also had to sign out of the chat.  

To be fair, I have also had excellent experiences with Customer Care, but it is unpredictable.  I have learned a lot but still cannot handle all situations myself.  Any suggestions would be welcome for how to communicate with someone who can straighten this out and provide me with the level of assistance needed.

Thank you.