Initially I had quite a poor experience with customer service over the phone. They can certainly improve. However, I was directed to Paul Arntzen, director of customer service. He asked me a few questions, and completely resolved my issue. I was anxious to write to them when I was angry, like many on here. I wanted to make sure that I did the same when they handled my situation very well. I must admit that he treated me with more professionalism then I may have treated myself with if in his position. Thank you Paul. All of my ratings are for after speaking with Mr. Arntzen.