Agree....and you can see from my post I am not one to drone on and on with a rant and am very accepting of issues as they arise. That being said, to have a client (any client) on the phone for 40 minutes while you are supposedly transposing Serial Numbers from one system to the next is odd. What is disappointing is that there's just no ownership of the issue. Something happened, I get it and accept it. But once it happened, someone should concierge me through its resolution. "I am going to see your issue through and I am going to call you personally no less than every few days until it is resolved" That's all it takes to build customer loyalty. -- People who don't get good service on average tell 10 others while people who do get good service on average tell 1.