Marcia - 6:30 am on Feb 29, 2004 (gmt 0)

Customer service is when we buy something, and it comes with a warranty and support for a given length of time. If we never paid Ink a dime to get listed we have paid nothing and therefore we are not their customers - hence no customer service. Why do we think we're entitled to any?

If we paid an Ink partner for inclusion, we expect to get included. If we've violated any of the Ink standards, we're not going to get what we thought and hoped we'd get - and it flat out says so in the documents that are publicly available, which we can read going in the gate so it should come as no surprise. We know what to expect, and there's no need for them to tell us when it's already been spelled out for us in detail.

My guess is that probably a lot of people are agonizing thinking they've been penalized when in actuality they're just not optimized.

Even if PT contacts Ink., Ink's policy is not to disclose whether or why a site has been penalized. They base this on their belief that this will disclose their algorithm.

Exactly! And why should they? By what right do we think we're owed explanations? Where is it written that there's any obligation on their part to give us any?