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That's extremely insightful, thank you. I'll put my patient hat on and call up tomorrow. Initially the 350 team seemed pretty enthusiastic and clued up, but I've observed a marked change in their attitude recently - and in their level of technical knowledge. At one time you'd actually call and they'd have 3G phones there - more recently, one woman I spoke to said she couldn't get up and fetch a handset because she's not allowed to walk around the office...