It's amazing what customer service can do...I got a call from Jan this afternoon to follow up on my post on this site. With sincere curiosity and a desire to fix the problem, Jan asked me pointed questions to understand the the challenges I experienced. I appreciated her effort to reach out to me, and believe she has the information needed to address the problem. As I read my review, I feel obliged now to point out that it was never a people issue, but more a process issue. The people I interacted with were great, it seems like there was just a break down in internal communication. Thank you for reaching...it has made a significant impact.