Brilliant post Melusina, I dropped off twice reading it. 
Sorry to hear the saga continues Meesh, being a valued customer used to count for something but not much evidence of it here. I do hope you get it sorted to your satisfaction. It's a shame that Gems will leave you with a bad taste in your mouth. 
I agree about the CS reps, they're copping the flack for management's boo-boos. 
