The quality of customer support and service level is a business decision that has a huge impact in costs. Most businesses differentiate tiers of clients/consumers and provide different levels of service accordingly.
I think the OP is an apples to oranges comparison. Canon's CPS is intended for professionals who most likely have invested a lot in expensive equipment, so it is mostly a top tier level of service. Adobe general support for Creative Cloud on the other hand, is likely a mass-general public tier, so the approach is usually to automate / reduce costs as much as possible, with the mentioned drawbacks.
We would all (I guess) like to be treated as special customers having an expert at our hand any time we encounter an issue. I just don't think that's a real expectation for a product with a base subscription starting from $10 / month