When I was on the phone with AMEX, I asked to speak with a supervisor and was told that wasn't possible but they would totally call me back within 24 hours. 48+ hours and counting, still no contact from AMEX. Very clear that they simply don't care and hope if they ignore long enough I'll be exasperated enough to give up and just eat the $35. That's the kind of customer service that really engenders loyalty and makes me want to bring more business to AMEX. Well done!