I can somewhat emphazize with prisonet. I've had the same type problem in the past even though the procedures for ordering were to the letter. I keep my fingers crossed with their world class customer service :). I suppose next they'll outsource that to India. I'm just now getting use to ebonics.
Really, I think the problem is that they've taken on too much too soon. Sometimes, their service is great and other times, it's way below par. That's just how American business is these days.