This. It's always been hit or miss at the support functions but the last couple years with the drawdowns, its become horrible. Same type of issue, different problem for us. Trying to reclass an FEB guy and met wrong answer after wrong answer. I don't even bother with the entry level customer support anymore. If the supt or flt cc's keep getting the "easy" questions, maybe they'll get a clue as to how bad it is.