I empathize with you greatly and wish there was more I could do. We know we still have some bugs like this that are pissing people off and our response times are unacceptable. To be perfectly honest, I think some of the tools needed by the GMs to resolve certain issues are not functioning properly. I also know people are working as hard as they can to get them the tools to be effective, and way more efficient as rapidly as possible. I abhor crappy customer service, and feel bad that people are having difficulties. I"m not trying to make up a weak excuse, but we are experiencing growing pains and well, this is our first project and rookie mistakes are being made. It won"t be long before these types of issues are behind us, please hang in there and I will endeavor to exert whatever influence I can.