Just a suggestion: Rather then talking to "them" in the third person, it may be reassuring if "they" were to introduce "them"selves to "their" customers and personally address some of the points that list members have raised.
I've passed this on to Barry, and suggested that he join the list -- hopefully, you will be hearing from him soon on the list. Things are extremely busy right now, but customer service is a top priority of his, so I have a feeling he will make this a priority. :)
-Scott
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