Hey just a note in case you folks notice any problems...CIS just overhauled their software and it got rolled out today in turn exposed some glitches. I guess they'd resolve it by tomorrow, but customer service was unable to get anything done this morning.
I called this afternoon to put in a service request and spent about 1/2 hour with this wicked nice girl (who sounded 12) and we ended up chatting for 1/2 hour about glitchy software, Dungeons and Dragons, being parents to baby girls, the Red Sox, the weather, and things I don't even recall anymore.
But, loooong story short, I got a service request put into the TSC.
Oh, and here's a little nugget of information. This is what happens when you put in a service request:
a. They pull up your case from their central repository.
b. They "flag" it with their comments.
c. They can see your entire case history including past service requests.
d. They cannot check FBI, quote, stuff, end quote.
e. Once they "flag" your case since its over their processing time, an email gets sent to the appropriate service center's immigration officer (someone, anyone, and no one in particular). The IO then is supposed to look into what the dillio is and respond.
The call center folks undergo a month's intensive training before they are put to work. They go through contracting firm(s)....and like the girl mentioned, once they get into the real world, they have a whole new appreciation of immigrants and the process, something she says they dont know about as US citizens...which is good to know.