Blimey! Bailey, rightly or wrongly are taking a knock to their reputation. Not good for business. I'm going to jump in on this one and I will probably regret it. Here goes:
I am a customer for many things, (not yet PJ or Bailey) and good service is what I want and what will keep me as a loyal customer. If I phone a manufacturer who is not able to provide a customer response let alone service (for whatever reason) I would expect to be directed by, say a recorded message on the unanswered line, to direct me to, say a web site where I can find my nearest dealer. I might find this redirection a tad irritating but I'd be happy to get to the appropriate source of customer service. What would piss me off no end would be being left high and dry without any response even if I 'should' have rung a dealer and not the manufacturer. We punters are fickle and impulsive creatures perhaps phoning the first number we think of. We might need guiding to the right contact, in real time.
Bailey might not have the capacity to provide excellent customer service themselves but they need their customers to experience it. This need not be a problem generating, as it does, negative noise on the interweb, undermining a reputation. They should not rely on punters phoning the best number for service. A simple phone message and effective web site is all that is required.