Yes, nscalemark is definitly correct. I work for a consumer electronics company and same thing happens to us when a consumer gets a hold of one of our VP's. I tried this method on my cellular phone provider (verizon) who couldnt refund me for $50 at the store but i e mailed corporate explaining the diffacuilt time i had with there customer service and why they didnt refund me. Well within 2 hours i received an e mail from verizon appoligizing to me and the refund would be credited on my next bill. My point is go to the source just like how nscalemark explained.