[RayBShotz]

The folks at PSA Customer Service who answer the phones are good people. They honestly try to do everything that is in their power to please the customer. (be prepared, though, for a 20-30 minute wait to get through).

Problem there is that Customer Service is a pretty black and white position with little or no "empowerment". You will be told cold hard facts (often those which are posted in the website updates anyhow which they regurgitate) and no reasonable conjecture. They also do not have any power to influence what's going on behind the curtain.
If you are looking for them to do so, you're expectations of them are too high. If you force them into conjecture like "when do you THINK my grades will pop?", the answer is purely a guess.
They have no additional insight that they are withholding, just what the computer tells them.
It is very, very rare for the average customer to be able to "get past the front door".
You are dealing with the PSA machine, a division of a publicly traded company.
It's all about revenue.
They can't count the money fast enough.

If you want personal service call SGC. Someone will pick up the phone. It's an itty bitty little company now fractured into tiny pieces most of which are hunkered down in FL. The product is great, I love the product, but you have to question the end game.

At the Nationals, there was a stark differentiation. PSA had 10 or 12 intake CS Reps handling enormous lines of customers open to close every day of the Show. It was like the ice cream stand on the first 90 degree day of the summer season. SGC booth, by contrast, had 1 or 2 intake people and no lines (customers).

In the end, we know exactly what we will get and we make a choice.
RayB