I didn't have to go down to their offices and frankly they were surprised I did. While the receptionist of one of the companies was trying to direct my "call" she had to emphasize to the support team that I was physically there, "customer is here --in person!"
I am glad I did go down and solved my problem and got my questions answered in person. This experience was much more pleasant than being on hold for close to an hour. Also, I felt more confident with the service I got!