You sound very business minded, so please accept this piece of business advice: don't count Dolphin out for anything. It is quite easliy the best piece of software on the planet for what it does. Free, pay, or otherwise, it beats all others. If you give it a try, you'll be sold. Not on promise, but on what it delivers.

As for the customer service end, show me any business, service, product, carrier, whatever, that hasn't had it's time on the mat in the service department. Like a see-saw, see more the better the product, the worse the service, and then the better the service, the worse (or lesser) the product. In short, don't toss the diamond with the coal chips.

Does Boonex, the company/service, need upgrading and tuning? Lots of users/members/followers would shout Yes, but don't we all? They are onto something Big. And if you refrain from considering Dolphin because of a misstep in service, well that would be...

"...a horrible way to run a business."