Kim, I think you do not fully appreciate how small Jeff Berger's operation is. I am not sure that he has even one full-time employee. There's no call center in Bangladesh or anywhere else. It's more than a one-man-shop, but is not much more than that. I have learnt that he sometimes gets overloaded, but sooner or later he will "take care of business." Of course, errors do occur in any organization--large or small--and sometimes problems or complaints fall through the cracks. I am not trying to make excuses for Jeff, but I am sure he will make things right for you if you are persistent and patient enough.
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