Hi Grace,
I completely agree with you and once again apologize on behalf of our Level 1 support. I will make sure that this feedback reaches to the right set of people.
In future, if you face any issue with any Adobe product, you can mail me directly at pibhatna@adobe.com
Thanks and regards,
Piyush Bhatnagar
Technical Response Team
Adobe Center of Excellence
North America
Europe, Middle East and Africa
Asia Pacific