It is definitely important to set expectations.

In January, I paid to have them arrange a Star Alliance first class trip from Rochester, NY to Cairo, Egypt with a stopover in Vienna, Austria on the way back to the states.

They tried... but told me that what I was asking for was impossible. That the stopover was not allowed.

I chose to not accept that answer and called up United myself. In 10 minutes I had the flights I wanted with just a one day change and also got the 3 day stopover in Vienna.

I cannot hold someone responsible for what United apparently told them... so I did not ask for my money back. (Besides, I receive much more from this website than the $39 in value)

I can say... they keep in communications with you and try to do what they can.

And I can honestly say that I believe they are disappointed when they are not able to complete a request.

William