Progress... that appears to be the cause. When anything is updated w/so called improvements. There is usually a trade off. Customer Support can occasionally be run by people like you or me. Quite often it is now automated chat. Customer Service and complaints responses are defined by company policy. One of the rudimentary rules of business is to acquire or destroy competition. Anything that is presented to the customer is concerned with damage limitation, mis-direction and smokescreens. Loyalty has been long gone. This may seem OTT response to your query. But, it is useful to have a clear concept of what is going on. I myself was advised to change platform to macOS, IOS with what seemed merits in both. Since doing so I have regretted the change. The modern electronic industries know to increase their power in the market relies on DATA. DATA is king. Every pathetic pretence to secure your privacy is BS I'm afraid. There is NO privacy. Electronics can analyse vast quantities of DATA as anonymous. The companies all promise privacy and security, this gives them total access to your DATA. How many times do you have to grant or deny access/permissions? These cloud things are all online and joke worthy. Data has to go online to pass from laptop to my phone. The rhetoric is to make the user experience better. OK, so it can be but, remember there's a trade off. Transferring between iPhone, iPad and MacBook becomes more irritating with every update. These devices have been around for decades and yet a simple transfer of DATA between them is virtually impossible without the cloud. Loyalty does not exist anymore, companies do not value the customer. They only need customer numbers to seek investments. A simple way to retain your business is to hold and control your DATA and Data flow in such a way that makes sticking it out rather than leaving the lesser of two evils. You have a simple, honest and valid question regarding your devices and your DATA. Unfortunately, the simple answer is that you realise no-one is interested. The disdain shown with other comments refers to this. You have invested you income. Now you have to put up with what the company wants to do. The industry standard of a satisfactory outcome for Customer Service in all organisations is 'no action necessary'.
The solution I found to a problem similar to yours was to use Windows. Not everyone is privileged to have this option. However, the fact I had to resort to a competitor to solve the problem speaks volumes.
I feel your pain. You have up to date and expensive equipment in your possession that fails on an elementary task. I don'k think I am wrong in saying that there is a company reason that lies behind this.
