Wow Jimmy! That was quite a read. I always hear how professional and service oriented SPP is supposed to be but man it sure does not seem like it from what you have written. I especially hate it when vendors give you the "shrug" and apologize AFTER THE FACT. It is still their responsibility but they always just give you the "oh well I tried" attitude and that is just not acceptable.
Very thorough and honest post buddy, if SPP does not resolve this issue, I will be extremely disappointed.