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Crim, replying to your ticket doesn't need to be negative in tone. You have an opportunity to reply to their response as well in a positive way and clarify any points you wish to make so that the higher ups do in fact know where you are coming from. That representative will forward your reply to the higher ups as well and tell you so.
It's really a win-win situation for you. One voice can make a difference by being persistent with their passion.
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