I don't think that their answers today are any clearer than they were last week.

"Dear Punki,

Thank you for your email. I'm sorry to hear your report of receiving
conflicting information over the restrictions for internet ticket
purchases and the use of systemwide upgrades toward them.

There are special internet only fares, meaning these fares are only
accessible on the internet, such as e-fares. However, there are also
fares available on the internet that are accessible by Reservations. If
our Domestic or International Reservations has access to a specific
fare, it may be upgradeable. Regardless of the actual dollar value
placed on a ticket, the fare class is what is considered when upgrades
are requested. Not to complicate matters more, but all of our fares
begin with letters, such as S, T, W, V, Q, H, M, B, C, F, etc. Just
because a fare begins with the letter H (for example) does not
necessarily mean it's upgradeable.

While I understand your unhappiness with not having advance knowledge
about the upgrade restrictions, Mileage Plus members are alerted that
upgrade awards are not available on all published fares in their Mileage
Plus Members Guide. Nonetheless, I can understand the frustration of
purchasing a ticket and then later finding out it's non-upgradeable.

When booking on our website while logged in (as opposed to as a guest)
you have the opportunity to take advantage of some more advanced
information. By setting your profile to search for flights in 'expert'
mode, you will be given displays that include information about which
booking classes are available for each flight displayed.

As a reminder, all tickets purchased from United Airlines, including
those purchased on united.com, may be refunded without penalty within 24
hours of purchase, so if you intend to use an upgrade award, it is best
to call Reservations with that request on the same day as when you
purchase your ticket.

Although United.com doesn't have a display that indicates if a fare is
upgradeable or not, this is a common request and one that is currently
being closely evaluated by our E-Commerce management. Your constructive
feedback will be helpful to us during our continuing efforts to improve
united.com and our service. For now, you are best served by following
the tips provided above.

Sincerely,

Linda Muciek
United Airlines Customer Relations"