Warlord's old issue was that no-one ever seemed to take ownership of an email/complaint/order. You got bounced around with everyone (apparently) trying to sort the issue for you, but actually there seemed to be no set joined-up patterns of process in place. It all seemed to rest on the memory of the person who was passing a message on, to someone else who has to remember to pass it on to someone else, who has to remember to sort it out. This was a good 5 years ago and it would be a shame to think they're still making the same mistakes.
I always said they need a dedicated office manager who allocates issues to individuals and follows them up to make sure they've been resolved expediently. It all seems way too laid back and slapdash sometimes. It's not that problems happen a lot, it's more that when they happen, no-one seems capable of fixing them swiftly and competently.