A follow-up to my last post...
Vinnie was the last customer service rep I spoke with and he seemed to have taken care of everything. Credited my $20 for the CD and gave me free shipping. He then apologized that it took so long, but he had to call customer service to find out how to order my CD-ROM... turns out he was in tech support. So even though I got transferred to the wrong department FOUR TIMES (that's got to be a record), Vinnie felt bad about all my transfers and sought the answers to help me himself. Vinnie just restored my faith in Intuit (not really, but I feel better).
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