Had to call for help with a ticket the other day - long hold times and call routed to off-shore call center. I upgraded a purchased flight segment to first class then had to change my flight. Wanted to apply the already purchased upgrade (miles and $75.00) to the new flight. First time I called I was told that I had to purchase a new upgrade and then email a request for a refund on the original upgrade. Called back and got someone in the US and she applied my upgrade to the new flight! Anyone else have problems with United's offshore customer service?