I, too, wonder if their CS is changing. Couple of years ago when they messed up the monogramming on a heavily discounted backpack I called to get an exchange but they had sold out and instead offered me a non-discounted (more expensive) backpack.
I have noticed lately they sometimes use a third party calling center and I would caution to not use them as they have made several mistakes and they also do not have the authority to do adjustments and such.
When I call I can tell if it's GH or the third party by the voice, GH usually sounds like a grandma or grandpa answering the phone whereas the third party sounds much younger (and I asked to confirm).
I wonder if emails are answered by third parties as I did not hear back from the last two emails I sent and before it used to be answered within 24hrs.
The calling center did say that GH has been really busy so have started using them more.
Mary
DS Summer '05
DD Fall '08