Firstly, my prayers are with Tori and her dad and family. What I consider CL did wrong was not answering Ritas questions in a timely manner. They may have been very much in the right but if the customer does not understand thewhy` and feels they are being slighted then the company needs to take an extra step. I appreciate that they took care of Rita and I will continue to promote Poser. I do hope that Cl does however learn a customer service lesson from this. Scott