I am in the UK but have aimed this at the US as any and all complaints in the UK are pointless, your staff deflect all attempts to speak to line managers, branch managers or area managers so my question is... why have them if they are not there to deal with issues and problems that the front line staff cannot deal with? I was under the illusion that America were global leaders in the customer service industry yet the staff that represent your business in the UK are little more than useless! I have ran multi million pound businesses and can not for the life of me understand how such a customer orientated company can allow the UK side of the business to be run so poorly? A well run company can only prosper even in times such as these, a badly run company with staff who don't care and managers who avoid confrontation is only going one way and I am pretty sure this direction not in the boards business plan.