Just a follow up to my earlier post. I ended up emailing my MA who in turn spoke to his manager, then they both called me. The manager was very upset at the experiences I'd been having and has asked me to go through my MA in order to make an appointment etc., and wants to take me down to the service department to introduce me to the department. I had to laugh because I certainly don't want to get a reputation as a pain - but I did feel vindicated in that my complaints did get a response.
I thought it was important that they know what was going on. They truly do seem to want to have a good rapport. So now it's a matter of making the time to get up there.
