This post made my day. This is totally my experience when talking with customer service. I tend to wait untill my wife steps out to make these types of calls for various reasons, so I almost always have kids screaming in the background. It does seem to garner some sympathy from the rep on the other end, but I've never gotten an upgrade out of it, let alone an upgrade from 4gb/128gb to 8gb/256 gb! Nice!