Once a leading company, it appears to be compromising on customer service, and gradually, things are changing. Time will tell if the company continues to decline, and I may adjust my rating based on that. Alternatively, I might just move on. This is not the same entity as before, and it seems likely that there has been a change in ownership. Poor service, along with excuses and justifications, are beginning to appear in their communications. It's disappointing to witness, especially since they were once a standard of excellence. Dropping to a 4-star rating isn't the worst outcome, but it's certainly not ideal. Pleasant words in a response won't alter the reality of the situation. Customers seek solutions, not excuses. There's already too much of that in the world. It's time to either improve or reconsider their approach.
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