I enjoyed your article "Service Matters". The Amazon model works great until the moment you need to talk to a "live" body. I can only imagine that they are trying to reduce their operating expenses, yet at the expense of the consumer. In my Outlook contacts I have saved a toll-free number that Amazon used to proudly display on the the front page of their website. It might be handy to have. The last time I looked, I could not find it anywhere on their site.