Same thing here, I filed I485 in Nov. 2001, and still waiting...
I never tried to call them before, this afternoon(10/8/2003), I called the toll free number, and told them, I have already finished about 23 months and still waiting here. The lady was nice and took my information and told me she would do sth so called Case Status Referral, and she told me I should expect to get some information about my case's status within 30 days. I asked if this would help to speed up the case, she said no and there is no way to speed it up, the case status referral is only for querying my case status. Well, at least, people in BCIS also realized that cases like mine is long long time over due.... But, still, I don't know what I should do ....
God, only you... can help!!!