It isn't common for me to post links to other sites (especially the sort that don't relate to Horizons), but this certainly does warrant some attention.

http://www.joelonsoftware.com/articl...erservice.html
"Seven steps to remarkable customer service"

There is not much there that others and I have not been saying, however, it is nicely written and includes some anecdotes. Of course, this is only useful if EI wishes to improve their customer relations. For all I know, the current state of things is exactly what was expected.