I would rather there be a forum here to post the good, bad, and ugly. There is no perfect business in America, some employee's have bad days just like the rest of us do. I can tell you I would rather do business with a place where I can air any issue, sometimes I may be in the wrong (Don't tell my DW that), and there are times the business gets it wrong. I never thought much about my ERS, until I needed them and they were not there. It was not GS, but one that starts with the 3rd letter of the alphabet. They do not have anywhere to dispute or complain, and calling them gets you no where. I have PM'ed 2 of the Mod's here with questions, and they were answered. At least here if a PM does not work, I can post it and get some kind of response.
I would also like to see a resolution, but it should be up to the OP to give it, not GS. Some folks will post in the public forum, but don't want the outcome known, and I am good with it. I am sure if the outcome was not satisfactory there would be another post on it.