My observation regarding customer service representatives:
They do not have access to special information that we already do not have on the USCIS website. When the representative said that they are dealing with cases prior to APRIL 01, 2004 then that person was reading it from the Nebraska Service Center website processing dates as I read the same information there last friday.... ( I have not checked it today) ...
Thus they can not assist you with any processing dates or particular case information because they do not have access to that information. These folks are providing phone service by reading same information that is available via web also...
However these folks are also front end to the various service centers and can submit requests on your behalf to the appropriate service center and then service center has 30 days to respond to your particular question...
Not that I am saying those responses are worth anything....
Regards,