On one hand Katz, you are correct. In the grand scheme of things, it really isn't a big deal.

That being said... When CO changed from the old "call us for an upgrade" system to EUA, we as customers were told that this would eliminate our having to make the call.

It is a big deal in the that the product CO told us was better is not. The system doesn't work as promised, it does not add value for the customer, or the CO employee. You can bet that staffing in res was cut, and some of that cut was credited to the new EUA system. So the CO res agents are working harder than ever, because the system doesn't work as promised.