I had a similar experinece last year and just told the rep that "i have atx and proseries both holding for a rep and whichever answers first gets my business, do you even know if "my rep" is not out sick or quit etc" A supervisor immediately took my order
Well today I had let go of a student that I hired to help me organize my office, and I feel bad I had to do it via a text message . But the funny thing about it, everytime I called to see if she was coming in, she would never answered but she did have time to be texting her friends while she was helping me, maybe this time she'll get my text.