Excellent post. As a consumer I'd have to agree with Simon though. I don't like "canned" responses, like he mentioned. I just want an informative answer to my question and a quick solution to my problem. The other day I read a post where someone complained because the hosts answers were short and to the point, no smiley faces and have a great day. I don't get it, why would I want my response to be full of smiley faces and idle chit chat. Be polite, yes. Be helpful, yes.