Really dont know what you lot are trying to achieve but you have lost a lot of respect with this stuff.
Been thinking about the original mail and comment. Seems to me that Ontracks is leaning towards being a box shifter and selling at box shifters prices. Now the OP is complaining about their level of service, the level he seems to want is not available from a box shifter. They get an order and wap out the product, if its not available then they might notify the customer but depends on order value and time available. They probably work on the principal that as long as they deliver for most of their customers they can afford to lose a few - especially those that take up extra time.
If you want a better level of service then you have to pay a bit more. Go for a smaller dealer who has a greater need to keep almost all their customers. I suppose its cheap impersonal service vs not so cheap personal service. Cheers, Simon