I have posted here before that their email CS system is disconnected from their Phone CS system. Maybe not the best system, but since doing away with the online ordering system, it's what we have to work with. So PLEASE....don't screw it up for the rest of us who have no trouble getting parts normally sold to Smiths.
As far as insisting someone needs to lose their job, I hope you don't really mean you'd put someone on the street just because you don't like they way the business is run. That's awfully mean spirited. They aren't paid a livable wage to start with in CS, and like anyone else, they follow the rules or hit the road. It's not their business to run it the way you want. Just say'n.
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