Hehe,

I think you pretty much captured the predicament in that one sentance of yours - "How is it possible that a company like this can be so successful?"

It is because they are successful that they are falling short in the customer care area. Successful customer services (and that includes VIP services) are built over time. If a company hire lots of new people and move former key people to other positions within the company a situation like this can quite easily occur. Companies that grow too fast (due to success) are more likely to end up in a mess like this.

Mr.Rakeback!