Customer support for lightroom

This is possibly the wost customer supported product I've ever come across.

They created a case for me and then almost as quickly closed it stating that someone would call me.  Noone ever did.  The chats are worthless, they "transfer" me to someone...noone actually and I end up waiting an hour for nothing.  What on earth is going on with this company?  I pay a monthly fee and can't even use the product b/c it's not operating properly.    Now I'm on mega-hold on the phone.  Worst customer service ever.  Any ideas where I can actually put in an official

And as an aside, my problem is with the interface between Lightroom and Smugmug.  I do all the editing an deleting of photos that are subpar in Lightroom, but when I go to upload into Smugmug, all the ones I had previously deleted in Lightroom are still present.