A tip from a recently retired exec who is very familiar with how modern corporate "customer service" operations work.
Most firms see them as useful for marketing info. They rarely report to any part of the Operations / Production piece of an organzation so are in no position to get anything specifric done on their own authority. Virtually always, its "pass it on e responsible party" in another divsion where customer service is the lowest tihng on their daily list....
In short, you're pretty well wasting your time talking to any Customer Service group and if you want to find out the probability of them doing anything useful, find out how close they are to the Operations branch of the firm rather than Marketing.....
Probably good advice and accurate comments. And how do they relate to the GT/GTL problems/reliability?