I guess what bothers me about this thread is the blanket statement concerning customer service to "non-pinheads" (plural). That subject line appears deliberately defamatory. Let's assume for the sake of argument that the op is right and JJP dropped the ball on this one. It happens. We all know what it is like when someone judges us based entirely upon one uncharacteristic mistake.
I have heard many stories of JJP going to heroic lengths to assist customers. I can speak from personal experience. On two occasions, JJP went way beyond anything they were obligated to do to help me. I would supply the details, but I don't want to create a costly precedent for them. Suffice it to say that I was extremely impressed. I know of another occasion when Jack did something quite generous that he specifically asked not to be publicized.
I can understand someone's frustration who has a bad experience, but I'd like for anyone, especially a newbie, who reads this thread to keep it in perspective. Everyone I know who has required customer service from JJP has been delighted with the company's responsiveness and helpfulness. I strongly believe that that is the norm.