Sounds great. It isn't very hard to get routed to the wrong desk if you call the main number. The experimental help desk is where you want to end up as they are set up to work more directly with owners/maintainers than the group who works with the Certified fleet.
You're exactly right too, it can be quite challenging to help work on a plane that is 700 miles away!
Let us know if anything else comes up.
Thanks,
Justin