I heard and as you may know by now this could be strictly rumour. I know what your're thinking-what a surprise (on this board!) but Scott Kirby made a call to the Manilla call center and was on the phone for 20 mintues and did not get what he needed! Apparently, he was pretty upset so dont be surprised if that center is totally eliminated at some point. The problem is hiring, training and staffing employees to handle their calls. Corp has been inundated with complaints and they understand this needs to be changed.