That Jedi dog is ADORABLE!!
As it happened, I did hang up on the first guy. I'm sorry to say he was useless!! The second guy was very helpful and knew exactly how to fix my problem. When I ranted about being on hold with the other guy for over 30 minutes, the second guy apologized and said there had been a lot of new people hired recently. Still, that's 30 minutes of my life I'll never get back and I don't have that much left to just tinkle away!!
