before you utilize the new, improved (cough)

1 - they still do not speak/type well.
2 - they have you fill in your issue - but they still ask you why you are contacting them. Don't bother writing much when you launch the discussion.
3 - they still offer canned replies without reading your concern/report.
4 - they do not create a reference number to the discussion you are having with them. It's on you. THIS IS A BIG PROBLEM. YOU are now responsible to save/download the discussion.
5 - YOU have to file a help ticket if you need the issue escalated. They will ask you for this number.
6 - currently you can provide attachments to support. YOU have to go to an image hosting site and send them a link. GEEEE WHIZ I want my private credit card out there on photo bucket...don't you? See a problem here?
7 - When you ask them to escalate the ticket - they do everything they can to NOT.
There's more...I am just getting busy with my j o b.