I thought as much the same over there too, but good one Mel, i will try that one out next time, nice and slowly sounds like the way to go.
Once i do get to speak to a real person, i never give them a hard time because i know its not their fault at all, their working the hardest they possibly can, probably doing the work of 4 or 5 people its just their money hungry bosses, that don't want to give people a job, its all about $$$$ the world revolves around it.

Brian