I've been in the states for the last month and a half, so able to be recognised and/or called back. I'm still finding the system hit or miss--sometimes it recognises me, others not. Sometimes I get an EXP agent, others not. And even when reaching the EXP desk, I'm not always getting people who sound keen (willing, even) to help. Definitely a change in service level at the moment, whether this will improve when the bulk of the hard merger stuff is over...