I had a follow-up phone call this morning in response to my reply to the initial email.
I had a very good conversation with a CS supervisor, based in Boston. We had a long chat: I gave her my constructive feedback on .bomb functionality (or lack thereof), EasyUpdate notifications (variability) and in-flight service (inconsistent levels). She said she took lots of notes and would be passing on my comments. She invited me to stop by and say hello the next time I'm passing through BOS - a very nice gesture. Overall, a good customer service experience! ^