Even though I wasn't able to attend the concierge town hall, I do applaud the extra communications that have been going on lately.
It seems that linden answers is getting more responsive, and while there are still customer service issues to be addressed, it does seem that you are heading in the right direction (such as 24/7 support).
The worst feeling for me is when all we get is silence, or a dismissive blog post or answer. Philip also dodged my question on the rapidly declining quality of customer support at the town hall a few weeks back. I didn't have a good feeling about the way things were going.
I am glad to see that you have now acknowledged the problem, and are making strides toward fixing it, real strides. I wish you luck in this endeavor, and want you to know it was badly needed and is very appreciated.