Gee, not sure why my 'customer service' comments are under assault, but as they are, I'll add some specificity and follow up comments:
Also, to expand out a bit, the products and services that many of my clients sold, or that I sold when on the marketing side, often did *not* come with clear warranties but good companies almost always provide good customer service, even to non-customers.
However in our case, we have submitted hundreds of pages to INK via PT over the years, and virtually every one, with two exceptions, did well or very well, depending upon how well the pages were constructed, etc...
There were two pages, however, that were nowhere to be found in INK SERP's after PFI. This was not a spam issue, or poor SEO. These two pages were the victims of INK's problems with redirects. The first came to light over a year ago. After countless frustrating emails back and forth with PT, they finally got the point that the page was truly missing by no fault of our own. So PT corresponded with INK. Less than a month later, the page reappeared and was at #2. Confirmation was provided that there was a technical glitch, although no specifics were ever provided. Fair enough; problem resolved.
The second missing page is a more recent problem, caused by a stupid thing that we did that led us to have to do a redirect shortly after we listed the page with PFI. All the other pages we listed at the same time did and continue to do very well (none of those were redirected). The one that was redirected is nowhere. So far, no help from anyone at PT/INK, after numerous emails.
I have no issue with paying to be in the INK index and then not performing well because my page is poorly optimized. That is my problem.
But when INK / PT does not help me with technical issues that are the fault of INK - after I paid to be included but am not for technical reasons - that is *poor service* and bad business and a good way to sink a company. (BTW, I don't care if it's INK or PT that provides the help - that's a business issue to be worked out between those two parties. But INK should be sure that either they or their partners are available to resolve serious, legitimate issues to PFI customers.)
Happily it seems that Y! understands this full well, and is *already doing a better job of customer service than INK ever did* - at least if Tim's comments and Y!'s early actions are any indication. And that is not only as it should be (and a welcome relief), it's also just plain good business.