Originally Posted by Flyer420

The OP experience suggests that the call was taken by a pmCO agent who never had to deal with that sort of thing. I had an experience recently with a pmCO CSR with whom I spent more than 2 hours trying to set up the electronic visa for a forthcoming trip to Australia. The CSR was very apologetic and clearly frustrated and kept putting me on hold to ask for assistance--but when I called about the same matter the next day, the pmUA CSR got right down to business.

That said, I do think it is possible that the suits in the executive suite are thinking that they can get away with a lot less customer service; squeezing each penny until Abe Lincoln screams.

Flyer 420
in Seattle