As a member of the frequent buyer club, I'll admit freely that a good deal of the time the reason a product doesn't work for me is because I failed to use it correctly. This probably only happens to me...but there you go. However, when it isn't my fault, I can't remember a time when I bought something here that the merchant didn't make a huge effort to make me happy, even when the problem was my fault. When the problem was with the item, an updated pack (available to everyone) was usually issued soon after which shows, to me, responsivieness from the merchant. I have only been treated rudely by one merchant, and I will simply never buy from that merchant again. They are very successful without me and I am very happy not to have to deal with them. No public flames exchanged. And sometimes it is in the eye of the beholder. Something you may not have any use for may be exactly what I am looking for. I think it is always best to work with the Marketplace staff and the merchant BEFORE embarressing a merchant in public. Give them a chance to fix the problem. I believe that when there are fundamental problems with a product, the product is pulled from the Marketplace and a refund or credit is issued to people who purchase it. It is not in the best interest of the merchants not to make the customers happy when it is possible to do so (just as there are rude merchants, there do exist impossible customers). I agree with wolf359. It seems like an excuse to have a flame fest to me.