Before anyone tells me to file a ticket, it's been done. Call them a "team of experts" if you like, they're just script-reading robots to me. I remember dealing with VoiceStream's customer service. Those folks could fix anything from billing to roaming issues because they understood the technology. That was then......
I can try and pop in on the ticket to make a note, and pass some feedback along to the Customer Experience Manager over the subject. Wish I could do more, I hope the vacation was still great.