Why is it so hard to get level 2 escalation assistance from Adobe?

[shaunb47639700]

I've spent over 14 hours on line with support technicians trouble shooting by Creative Cloud installation. 

A number of those technicians have told me that they have escalated by issue to level 2 support.  Subsequent requests reveal that there is no record of escalation. I have hit a brick wall with the support team.  Is there some way of getting Adobe to atcually take an interest in fixing my issue.  

Having reinstalled Creative Cloud more than 10 times and reistalled my operating system, Creative Cloud still refuses to launch.   I have been paying my monthly subscription for a product that does not work.  

Has anyone else experience this? Is there an answer?  Can anyone suggest an alternative to Lightroom?  

[AxelMatt]

Is there an answer?

If you tell us more about your issue and give us more informations about your system we can try to help.

[Just Shoot Me]

You first talk about Creative Cloud then you say is there an alternative to Lightroom (is that LR Classic or the new Cloud Centric Lightroom). When people say Creative Cloud that usually mean the Creactive Cloud Desktop app that is needed to actually install whatever other Adobe programs that come with your subscription. 

So Have You, Did You, already install the CC DTA and does that start up?

If you have installed that have you installed Lightroom (whatever version) and is that the program that is NOT starting up?

Some things you should included.

Please Consider including the following in your question:
Adobe product and version number
Operating system and version number
The full text of any error message (s)
What you were doing when the problem occurred
Screenshots of the problem
Computer hardware, such as CPU; GPU; the amount of RAM; etc

Without all that info it will be extremely hard to help diagnose whatever problem you might have to find a solution.

Off the Top of my head you have a file/folder permissions problem of some type. Install errors and startup errors are usually caused by the program not being able to Write to and Read from (and or not being able to create folders or files) a specific part of your hard drive. That is caused by User Permissions problems or Faulty hardware.

[Jeff A Wright]

Shaunb47639700, I am sorry you are encountering problems using a Creative Cloud membership on your computer. I am showing that case ADB-13247449-B6N5 is currently open and a supervisor contacted you today to request the log files from the computer.  

You can use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to update your active support case.  In addition you can download and run the CC Log Collector tool from http://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html to allow you to upload the necessary logs so that the current error can be identified.

Escalating to a Tier Two support is not an automatic process and will only be utilized if necessary.  If the case does need to be escalated then you can continue to use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to update the support case.