It is obvious on occasions that disgruntled users are at a loss as to the status of their reported problem, often, it seems, with no acknowledgement from TP.

There are many software programs now on the market that can provide a simple "ticketing" system, so that not only is the user kept informed as to the status of their request, but can provide valuable management tools to TP to become more efficient in the handling of user problems.

One example of such software: http://www.zendesk.com/

Another example: http://osticket.com/ which just happens to be free....