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thank you very much! i called customer service once more, just to be sure i couldn't learn more for them.
the customer service rep actually listened to my experience, and i think he emailed someone from that team. he gave me a reference number for the call, and said he'd get back to me with info when he got it. if i don't hear back from him by the end of the week, i'll send that team a message.
thanks again.
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