Yep. I've found phone agents really willing to try things and to do some searching for me, and express lots of sympathy, but I usually hit a brick wall with anything that's not officially allowed. It's frustrating because I rarely need to bend any rules and am unfailingly polite and patient. My feeling is that DM is just another number to DL but that it's possible that this 360 (which I'd never make) confers true advantages when it comes to the peculiar circumstance where rules need to be bent. Certainly, DM does not make me feel at all special or valued, but the marketing gimmicks attached to it have enough value that I am usually a reasonably happy customer.