I had an experience with a SFO UA CSR in Dec 2008. The interaction was so similar, it makes me think it was the same person.

--Arrived in SFO from KIX over six hours late.

--No one at the baggage re-connect just outside of customs, so I took my bags over to the domestic check in hall. (Note that I called the super-secret "1P Line" on the back of my card to re-schedule my connecting flight, so everything appeared to be in order; all I needed was to check in my bags and get new boarding passes)

--Domestic check in was rather empty, and I went to the first open kiosk I could find--it was in the no-status line.

--Kiosk machine tells me to see agent. She is middle aged, glasses, slightly graying hair, NO NAME TAG, and had the disposition of a cornered sidewinder.

--She immediately demands a surcharge for my second bag, with my boarding pass now printed out. She evidently missed the fact that I am a 1P (it is what it is) and seated in F. I flatly refuse to pay, and she retorts sarcastically, "well why is that !?"

--Again, I flatly tell her to look at my PNR, if nothing else my boarding pass. She rolls her eyes, and again responds "Well, nobody told ME about your delay" and shoves the boarding pass in my direction.

--I was rather speechless, and somehow left wondering how it was my fault but I did nothing.

Unfortunately, the old adage of the "customer is always right" doesn't always apply at United. In fact, there are some on this board (including employees) who will either outright defend the UA workforce or adopt an apologist stance--e.g., we should thank our flight attendants for letting us stay on the plane; be happy that several dead-heading flight attendants took the last seats in C (rather than E+ or the jump-seats); or cheerily accept that my personal belongings hit me in the head (without an apology) as the FA shifted the contents to allow a Y pax to store her large goods up front.

Done with the rant, welcome to the United board.