Used the "book and hold" feature on the website the other day. Later the same day, I called reservations to ticket the reservation. Explained that I wanted to use "ticket by mail" because I had a discount coupon to use. Friendly, helpful CSR handles everything, including dutifully recording the cert.# into the record. She gives me the address to send the cert to, and explains that it must be postmarked no later than the next day. We select seats, and are done. The cert goes out the next morning priority mail.

4 days later, receive a letter from UA. It is a photocopied page of reasons that tickets cannot be issued basically. Hi-lighted is "Certificate must be surrendered at the time of ticketing and cannot be redeemed via the internet" My cert is enclosed, as is my booked and held itinerary printed from the website. SAY WHAT?!?

Call UA res. Give CSR my PNR, and she immediately verifies what "ticket by mail" has done. They are absolutely correct, she says. Everything is documented here in your record. You can not use a cert with an internet booking. Period. But... I'm sorry sir, that is the rule, and it has all been explained to you already. Is there something else I can help you with today? No thanks-click.

Call back.
CSR looks at record for a couple of minutes.
CSR- I don't understand why they did this to you. I can see you booked this on the phone. Your cert# is here, and the res. was held for 2 weeks in order for you to ticket by mail.

Me- Thank you for taking the time to look at it...

CSR- Let me talk to my supervisor to see how to fix this. 5 min. wait..

CSR- They told me that because you originally reserved this itin. on the website, you have to ticket through the website as well... But this doesn't seem right....

Me- It isn't right, and I can prove it in about 1 minute if your website will work today.. (scrambling to build fake itin. so I can get to the book and hold option) Ok, right here on the website it says:

Where can you ticket and purchase your held itinerary?
Although tickets can be issued at any United ticketing outlet, tickets should be fulfilled through united.com to qualify for your booking bonus. You can also use this feature to take advantage of using paper certificates or for purchasing a ticket for another person.

CSR- Can you hold? 10 min. wait...
Ah.. yes, yes. It seems you are right. We are making you a new itin. right now. It's even a bit cheaper than your original one.

Me- Is it still in Q-class?

CSR- Uhh, no it's in W, but don't worry, your SWU will still work.

Me- It's not the SWU I'm concerned with, it's the triple miles promo which requires Q-class.

CSR- The Q fare is now $350. more... Oh God. Why did they do this? Can you hold again?
20 min. wait... Sorry for the delay Mr. xxx,
We've got several people working on this now... Please hold a little longer.. 20 min. wait. OK, they are hand-building you a new itinerary in Q-class..

Me- Forcing it so to speak?

CSR- Uhh, yes... OK, it's done now. Everything is as it was originally. You need to send the cert back to us though... I'm very, very sorry about this Mr.xxx.

Me- You know, I might expect this sort of problem if I was dealing with an airport ticketing agent, as ticketing is not their main job, but at "ticket by mail" that's all they do...

CSR- I agree. There is absolutely no excuse for this to have happened. I'm VERY sorry.

Me- Thank you very much for taking the time to fix it.