You are quite correct - DEC can and will help you. They helped me recently and I am grateful, even though it is their job.
I went to my local wally-mart for my license. It is all computerized and pretty quick. However, the kid behind the counter did not know how to handle a landowner's permit (for a doe tag) and botched my application, giving me only a buck tag with my Sportsman's License. I had to call En-Con to get my doe tag and they were very helpful. They asked for some information from my last tax bill and told me the permit would be in the mail that afternoon - I received it two days later and I consider that pretty good service. Mikey.