And now for something more on topic...
I've noticed that since FW lost its Overdrive support things kind of went south. The B/N merger hasn't helped matters either. I'm pretty sure it's still the 3 - 5 person staff and now they're fielding thousands upon thousands of CSR requests probably.
But, in their defense - every time I've had to deal with them, they've been more than reasonable. And their rep/s have always been top notch people persons.
