They do, absolutely, creme Dela Creme for sure.  It was an opportunity for them to show how effectively they can listen to their customers..  There's no need to get to that point.  All of "US" would have so much more respect for them it didn't have to get to that point. 

I'm a newbie, this is my first year with ProSeries and I'm a bit disappointed with some of the topics I see discussed on this forum.  It's a difficult business climate for many organizations.  With that said, customer service has to be a top focus.  Why couldn't someone handle a very basic issue as described by the original poster?  Why did it have to rise to the executive level to be addressed???  The big guns came out and all is well now.  Sad, really.