I don't think we should dismiss the original poster. In fact, the biggest problem reported, IMO, is the consistently lousy responses you get from Customer Care. The email responses never seem to address the issue, it's basically an acknowledgement that you wrote, and they seem to get some fact wrong in writing back, so the customer is left questioning if they fully understand the issue.

While in my experience, they do forward the letters on, and issues are followed up on by other parts of the organization, the blow-off responses from Customer Care emails has been an ongoing problem for some time.