Dr.Bizzaro,
If Michael can't help you due to 'policy', please try contacting Shaliza and let them know what your beef is.
Michael is by far one of the hardest working support reps in the industry, possibly in mainstream and adult both. If they would bring him in to train the other nincompoops and make them 'employable' I think Epassporte would resolve 85% of their complaints. The way it is now, they have one person who takes the heat and cleans up the mess of an entire department.
All I'm saying is that they best be paying this guy his weight in gold! (Michael, I hope you're a little heavy
)