What used to be a 5-star company has begun to compromise its customer service, and gradually, changes are noticeable. We will see if the company continues to decline, and I may adjust my rating accordingly or simply move on. This is not the same entity anymore, and it likely has undergone a change in ownership. Poor service, along with excuses and justifications, are starting to seep into their communications. It's disheartening to witness, as they were once a model of excellence. Falling to a 4-star isn't the worst, but it's certainly not the best. Nice words in a reply won't change the reality. Customers want solutions, not excuses. There's far too much of that already. It's time to either step up or step aside.
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