Glad someone brought this up here
For long time I thought it is just my personal experience or just me getting a bad luck on a bad day
I use EK as main carrier so I end up calling New York office once in every 2 weeks ( or used to be) , and honestly they are the WORST agents you could ever talk to RUDE and IGNORANT
So I always call Dubai office ( which costs a lot) and ask for a supervisor ..it works well most of the time

A friendly advice : NEVER CALL NEW YORK OFFICE