This thread and others like it that pop up now and the brings up an interesting observation.
Most DSLr members or readers that stay silent but use the Direct forums, have no issue using the Direct Forum for opening tickets. But people that call first, get nowhere and then learn about the Direct Support Forum here on DSLr are sometimes left wondering why they had try twice or more to get a resolution. Or as Thorne put it, jumping through so many hoops.
Is there that much of a difference with tech support between the call center and the DLSr approved reps? I haven't personally experienced it, but we've all read the posts with the different results. Maybe something Marc needs to look into? I realize there are always going to be irate customers, but that can't always be the case.
Glad to see your issue got resolved Thorne, my experience is that TSI will always go 100% effort to ensure customer satisfaction. Maybe bookmark the Direct Support Forums for future problems, if any, I hope you have none.