Great technology, really, really poor operational ...

Great technology, really, really poor operational management of the business and customer experience. So tone deaf to the realities of the marketplace their on-hold message has Mike Valentine saying "...or maybe some strange new flu has all my phone reps sick in bed at home..." or words to that affect. Really? In the meantime, product received for upgrade 75 days prior sit unattended in their shop with not even an email acknowledgement. Truly an opportunity for massive improvement.