My faith has been restored. ;-)
(And, I'm gonna try to find out who that tech was, so I can inform his manager of how happy I am. ;-)
Update: Ugh, this sucked. Just as I was about to ask the guy from Customer Care for the name of the initial tech I talked to, so I could get a hold of his supervisor and give him props, the phone disconnected.
Update II: Luckily, I got enough out that the Customer Care guy kenw what I was gonna ask, and since he had my phone number, called me back. He's gonna look up the information for me, and call me back in half an hour. Life is good again. ;-)