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It was thanks to another tech (a rare moment with Homestead these days) the issue was resolved. That tech listened to me and took the initiative to call BigC to get an answer. It was a setting (commercial and residential rates) and BigC confirmed that dimensions of a product would not effect a shipping rate (as it is calculated via zip and weight - which I told the previous tech).
It really is time, it's been two years of asking, that you train your techs in not only your products, but how to escalate calls as needed. With that said, it is also time that you implement a policy for techs to log complaints about ongoing software issues for your programmers (like your copy and paste element and link element in Site Builder online) and have them return calls when they drop the call, which seems to happen quite regularly.
Your customer service is continuing to decline along with your tech training, which is a big concern.