Let's remember guys - this is only one side of the story.
A post entitled "Hope the Barry Grant guy is watching" is pretty confrontational in my opinion. If that type of attitude carried over into emails and phone conversations I could honestly see getting a customer service representative that would accidentally "lose" information or what not. Not speaking for BG in specific, but it's the type of deal where you aren't a jerk to the guy making your burger as the spit may end up in it!!
With that said - I have had a problem with my Demon Jr. in the past and through PM's on this forum with the tech from BG I was responded to promptly and they took care of my problems.