it didn't always seem ideal, but they must have had a reason for it. maybe it was more economical to have a slower accurate response than have potentially incorrect phone answers. The one time it pissed me off was when Link Between Worlds came out, the special edition came with a free copy of Link's Awakening, but Game decided to remove the free game for staff using their discounts. A lot of us pointed out that they can't do that because the free game was 'in box' from Nintendo, not a promotion by Game, but nobody replied and everybody wanted to get the game home and get playing.