It’s unfortunate, but Customer Service is rapidly going down hill. FAST! I should know, I’ve managed customer service organizations for over 40 years. One of the problems is the caliber of the agent. Let’s face it, a college graduate is not going to sit at a monitor for 7 hours listen to people bitch for $12/hr. So we get the bottom of the barrel, high school grads and GEDs. We can’t raise the rate without raising the product price. We can see that with stores that provide amazing custom service, Neiman-Marcus, Bloomingdales, Eddie Bauer, etc. Everyone should be able to provide excellent customer service!