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it also depends on what level of support you talked to. when I originally called in regarding this issue, the level 1 support lady didn't have a clue. after a bit, she transferred me to level 2 support. the lady there was very helpful, kind, and listened to my gripe. she talked with her supervisor and then she told me that she hadn't personally heard of the issue, but her supervisor said he had heard of it.
generally, with level 1 support, you're getting alot of people fresh out of the training who have just hired on. there is a HIGH turnover rate in call centers. level 2 are the people who have been there for a while and so those are the ones I like to talk to anymore. basically after a few minutes of talking to a level 1 person, I'll request to be transferred to level 2 support.
hope that helps.
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