Originally Posted by Steve F.
I'd also add that a little customer service training is in order.
Just a small note to add this - I think the definition of customer service varies greatly from country to country. I came here to Germany last year from Australia and couldn't believe some of things I had to deal with in terms of customer service. People hanging up on me (or my wife, who was doing a lot of the speaking for me at that time), shop workers just walking away from you and so on. I will never forget calling Deutsche Telekom to ask about internet issues I was having with my Mac - their response was they're not interested in Mac users and they hung up on me! Sadly, a lot of my foreign friends here in Germany have similar experiences.
On a positive note - I've ordered a few times from TW Europe and have been very happy with the service.