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drcheese, you are entitled to your opinion, but regarding my own somewhat similar experience, Lana was able to correct a ticket problem of mine due to conflicting email addresses. The wonderful thing about it was that she fixed things without ever letting me know she was trying to correct them. I came home from vacation and found 2 envelopes from TM, one of them containing 4 orchestra pit seats that I was not expecting. Anyone who occasionally posts here knows of all the good that Lana does. You are dead wrong with your assessment of the situation my friend.