This is such an exercise in futility because more than 80% of the people in call centers are nothing but "phone answerers". They are not techs and just barely speak English well enough to get hired. What they do while you are talking is to try to recognize key words you are using in your description of the problem, they do not comprehend what your conversation is leading at. At their station is a huge handbook with those key words listed, and they scrabble through the book until they find the word and then they READ TO YOU what the book says they should respond. That is why they have no solution, mostly repeat what the person before them said, and talk to you as if they had the IQ of a turnip. Nothing changes if you use the online chat feature on the customer service link, you will still get a moron who will punch buttons which load the same crap in the manual they all have.
The only hope you have is to call early in the morning (Eastern Time) because at that point the Americans might not be forwarding all calls to Lower Elbonia yet. With McAfee VirusScan I once went through 3 East Indians before I finally started screaming that if they did not connect me to a REAL supervisor immediately I was going to show them just how ugly it can get when you are not qualified for your job. I was then transferred to a manager with a lovely British accent who asked one question not even mentioned by the others, gave me the correct answer to my problem, everything was instantly solved, and the previous 1.5 hours on hold (800 number) and being transferred was the only cost. True, effective customer service ceased to exist years ago. All you can do is play phone roulette, keep hanging up or demanding to be transferred until you reach that one sterling employee who actually knows something about the product
