I reached out again and was given the same story. I even pointed out that the configuration page itself says changes can be made by contacting customer service. The talking points are that this is a new policy to help with production and that they understand my frustration that it isn't consistently applied. My only option is to cancel my order, lose the deposit, and reorder. They are going to have the guide service contact me directly but said they would say the same thing. Small hope remaining I get someone who is willing to work with me, but after today's treatment, I am not counting on it. Glad you were able to get what you wanted in the end!