Standard of service is relative to your expectation, and your expectation should be based on the market which you are dealing with.

The procurement, sale, and distribution of OEM products is very price driven and competitive.  Margins are minimal, hence overheads kept as low as possible.  low overheads results in lower manpower, lower manpower results in overburden.

We should all allow Atari02, and all other distributors of ASIC's a bit of leniency.  They are providing a service to this community.  A service which we as individuals are unable to do. And all the while remain competitive and get us as consumers the best price possible.