People here are used to this stuff. Imagine somebody buying a product from them for the first time? Trying to call in and get him nothing! While they are not a huge company, they have claimed recently that they've had their best years ever. That said, if lacking trained technicians, a receptionist that picks up the phone and passes on your concern I think most certainly could be fit in their budget.
For the people here, a simple post saying that they are working to get there problems resolved would mean a lot to most.
The lack of addressing the problem can only lead one to believe they do not care.
