As an update... I was contacted a few months later by an executive of the company who apologized profusely for the poor service. After a conversation with him, I have to say I was very impressed and believe his words in "that is not the way they do business." He was emphatic about it and I believe it now. He hoped that I would try to company again, and actually I really will now. In fact, based upon this follow-up, I have recommended this company to a friend. This is a good example of the fact that" Customer Service is not a department; it's an attitude". Good for you.