Very well said, Azizza.
15 replies and not one person thinks that Horizon has acted irresponsibly or treated you unfairly or with disrespect.
To reiterate, just because folks do not agree with you, Rottielover, in no way implies being flamed.

I am in customer service for a living. I take many, many phone calls every day, and I strive for excellence.
Do I treat people differently depending on their attitude?
Darn skippy I do.
Were you humble on the phone?
Were you demanding? OK, you answered this one.
Were you hostile in any way?
Were you emotional?
Did you think of how this must sound to the customer service rep who hears these type of complaints day in and day out?

When ever I help someone who takes these things into consideration when they ask for my assistance I go out of my way to serve/help them in every way possible.
The nicer they are, the more help they receive.
Human nature, I guess.
Compassion and understanding goes both ways.
I have had numerous contacts with Horizon Service in the last 7 years or so.
Every time, every single time, their customer service has been exemplary.
Second to none.
I too have read every word in your first post, several times.
I cannot help but think that your attitude/phone skills contributed to how your problem was handled.
It is my honest opinion that your dissatisfaction is the clear exception to the hundreds of compliments/comments I see and read about regarding Horizon Hobby Service.