Oooooh, yes, great idea, Yoda! Keeping specific records is really helpful in such situations. Dates, times, whom you spoke with, what they said they'd do, etc. Concrete, specific evidence is good, as it adds credibility and seriousness to a complaint. It is far harder to write off as "just perception" or exaggeration. Besides, they can check it out themselves if they are so inclined. Even if they aren't, deep inside they know it can be verified, by, say, someone above them.... mwahahaha.