Customer service is usually scripted and rarely have a real clue as to what is going on. they typically rely on others within the company to write out their responses. Amazon CS is very nice to work with, but they are no more product savvy than any other CS I've dealt with. In the cases where they have promised people they would send a newly revised and better PW I suspect they did little more than sort through several PWs looking for a good one. Obviously these were just the same old sh*$ they send out to everyone. Some are good and some are bad. Amazon has really blown it with the PW as far as consistency and quality control.