I now know for a fact these customer support people have no earthly idea about the product. Called twice asking about loading docs in creative cloud and putting on my lap top. They said it couldn't be done...really!!?....I did it and it works. Waste of time calling to ask questions from people that don't even know the products and how they work.
It seems best to rely on the "wisdom of the community". Your questions either have already been asked and answered (and you can use "search this community" to find those answers), or will be answered by a knowledgeable community member if it's something new or unique. Each time I have had a question about how to do something in LRC, I have found my answers here or in the Adobe help pages. There are Community members who have many years and many thousands of hours using the Adobe products. The on-call staff probably has a database of FAQ's to refer to and a modest amount of training on Adobe products. They'll never come close to the wisdom of this community.