I really despise lack of customer service---when you have PAID for a product or service. EG, my wife yesterday went to ATT to get a 55.00 fee waved for the purchase of an iPad data plan (for a month) to use in Canada (we live in USA). She went to that same store to buy that plan for "international" use and was sold a plan. IT DOES NOT WORK IN CANADA AT ALL. They will NOT refund the money, they say they cannot. She spent 4 HOURS in the store yesterday to no avail...
It is not just HAL...