[chefbuckeye]

This John fellow, seems to honestly want to help. However, they may have wanted to arm him with some improved excuses. The whole "holiday rush" excuse seems fishy. From what I have researched, As a computer "builder" customer satisfaction averages around 75-80%. You would think they would know from their "holiday rush" numbers,and their previous year numbers, just how many call-backs/unhappy customers they should expect, and arm themselves accordingly. One would think you would run into that somewhere in Business 101.