[glangdale]

Yes indeed. Unfortunately one often finds that you are talking to a human who is sitting on the same side of the "uncanny valley of technological problem solving as you". That is, some pleasant and would-be-helpful call center worker who is now just banging their head on the same problem you were. I've had more than a few calls where you can actually hear them getting stuck on the same web page, experiencing the same bug/timeout/whatever that you were getting on the 'public' site. Flexibility and creativity aren't much use when we're all just wrestling with the same brittle machine on the same terms...