What you describe is exactly how ABD worked for me when my trip was cancelled in 2009. They were tremendously helpful, and did everything for me that Tauck did for you, without a supervisor or a call-back. I guess the change in upper management did change things at ABD...
Sayhello
I had the opposite experience when our 2009 ABD was cancelled. Complete run around and couldn't get through to anyone. Luckily, we were working with a wonderful travel agent for a WDW trip, and she took on the booking and got things fixed quickly. We've used her ever since and have found it so much better than dealing with the ABD reps. When our Italy itinerary was changed around (several times) due to Christmas stuff, we got a lot of calls, but zero correct information from ABD. I just don't think the reps at the call centers are empowered at all. They either aren't told the whole truth, and thus can't pass it on, or they are constrained by a certain script that doesn't allow for straight answers. It must be so frustrating at their end, too.