I can't honestly believe this is a real customer. I have NEVER in my 8 years as a customer had a positive experience with tech support. EVER!!! It just gets worse and worse. Last night, after being on the phone for an hour with a "level 1" and having to argue with him to even get him to run a diagnostic which finally reveal I should be elevated to "level 2", i was told "good luck" by the support person when he forwarded me on to level 2. After waiting for over an hour and no one responding, I finally hung up and realized why I needed him to wish me luck.