Sorry, but I'm the kind of person that might make that call. I've learned through experience that many companies do not follow through and let you know when something's gone wrong or is running behind. I feel no remorse at all about calling someone that's supposed to be in customer service and getting a "status update" for something that will cost me many thousands of dollars. I actually did this on Monday...called the guy in Cali that's building my buggy project engine to see how things were going. Guess what? He's behind his quoted schedule by a week or so. He didn't call me...I had to call him. It's all good, but it's helpful info for me in planning my next few weekends. I've also noticed, over the years, that by becoming the "squeaky wheel", my order will get a bit more attention than others. Psychology at work, right?
I work in a position that has some customer-facing elements to it...in fact, I wind up with a number of the "pissed-off customer" calls. It can certainly be a challenge sometimes to put yourself in their place...but it goes with the territory.