I think its well established that "customer care" just sends the form letter closest to the issue that they've been contacted about, even if it's completely irrelevant.

It's atrocious customer service but honestly, I think they've just given up. They don't want to care.

I have zero expectation of UA doing anything right or delivering on what they sell me. And I have zero expectation that when they don't deliver on what they've sold me they'll - at minimum - apologize for failure to perform.

I can say that for 2014 my expectations have been met.