Haha Mayed, thanks - I know, it's Sunday morning and it's just a bad start to the week!
Umm-salayum - I totally agree! It is very off putting, when it;s the simplest thing, you just need to be put through to someone... they just cannot b bothered, at the end of the day we are all doing our jobs, and there is no need for any of us to be rude!