Jeff
You must not be looking at the correct case, it's the same one mate.
IF you had have reviewed the case in question, I'm pretty certain you'd share my concern with the standard of responses.
The fact it's compelled me to register on here to try to seek some sort of resolution, rather than to simply give up & cancel as probably most would do should say something?
IF you'd have read the case fully, you'd also be aware why I didn't follow up - frankly, it was easier to simply 'let be' rather than keep banging my head against a wall.
But, by judging by your response, if it's easier for you to be defensive rather than share the customer's concerns and try to resolve them, so be it.