That's entirely possible, foxseelady. I wasn't stating that Kitty IS rude... merely that on moer than one occasion, her remarks have been read or interpreted that way, and from the bits I've read, there's been no attempt to iron out any misunderstanding in the forums. I agree that a reply doesn't have to be a personal, warm, 'how's the family?' kind of thing. Information is what you want, that's what you should get... but whether for better or for worse, if you create a forum ID specifically for 'fronting' the PR/Customer service aspect of your company, then you better make sure that any communications between you and the public are clear an unambiguous, or that you keep an eye on a thread long enough to respond should there be any misunderstanding or further queries. jonthecelt