I had a good experience with the GM service tonight. I placed a mouse-hole in my house and it disappeared! We knew where it was and could use it, but it was not visible and therefore could not be redeeded. GM Truji showed up and searched diligently through my house looking for the deed. In the end, the GM was unable to find my lost mouse-hole, even though it is obviously there (the GM saw me using it). It is being passed up to a senior GM for review so I am still hopeful. It seems the GM also has some sense of humor! When I told him "Thank you for a valiant attempt!", the GM replied "My Pleasure. I must say as well that your house caused me more lag then any other house I've ever investigated. Congratulations " Even after the trade-in, it seems I have WAAAAYYYYYY too much junk!!! While the problem remains unsolved, I appreciate that someone actually showed up and made a visible attempt. I also appreciate the great attitude the GM had. Thanks Truji!