I appreciate your be-kind attitude, and applaud your success in figuring out how to escalate your problem to the right engineer.  I know they are all hourly employees, and I'm sure none of them are grossly overpaid.  My attitude is born of 15 years of intermittent experiences with the customer service people that I have gotten on the phone (when I am desperate), who have a uniform, canned, prepubescent cheerleader tone to their voice and about as much depth of thought.  They are CLEARLY trained to give this response--which worked ONCE with me--after the first time, the jig was up ("fool me once...").  My life has pretty much been spent, I'm OLD.  Time is precious to me and it took me years to figure out that when I deal with a customer service department who regularly treats my time and intelligence with dismissal, that I save myself a great deal of aggravation by giving them ONE chance to listen and address the problem with which I present them, and then I simply take a shortcut to my rage act.  I don't want to explain the same problem six times.  I want to explain it once, give them the opportunity to fix or help me fix the problem, and be done with it.  If this doesn't take place, they are not doing their job--and if they are not capable of doing their job, they should readily and quickly admit it and immediately escalate it to the person who can.  My lesson has been that either I can play along with their game, and slowly build my blood pressure to the boiling point, investing hours of my life in this nonsense, or, I can just put on the furious act and shortcut the whole process--NOT raising my blood pressure, not wasting my time, and honestly, not being all that upset:  it is, as I said, an act.  Just a time saver, and it gets me where I needed to go.  That's all.  QBO is an exception to this rule in every instance that I have had the misfortune to experience.  If we on this string sound angry, it isn't because QBO hasn't been informed, or given plenty of time to fix what's buggered up the works.  Their indifference to THIS problem alone, in this string alone, clearly demonstrates why the respect level is what it is and why the posters are angry.  Being heard is the beginning.  Working out the fix is the solution.  But we can't even get to first base with this inept customer service, so please understand we are being, if anything, kinder than they deserve at this point.