I dont know about what's happened currenly .........
But I had very pleasant experience with entourage customer service. That is about a month back, I called them at 5.45 pm est.....website said phone hours uptill 5. My call was answered with in 15 sec. Representative was very patient, stayed with me for over 15 min, till my problem was solved and all quesion were satisfactorily answered.
I can't think of any of the big or small companies that can match that.

I think Boris is right, just be a lil patient.......... poor service here seems to be an exception rather than a rule.

good luck