I am sure they know what the issue is. Maybe 20 years ago or so they, like everybody else, ordered someone to build their web site. They also asked for a search option to be built in. Maybe whoever wrote the specs for their website had hopes they will digitalize their paper files someday, but they never did. Or maybe they went digital at some point but never digitalized the older files, etc. I am also sure that if I give them a call whoever picks up the phone will be kind enough to walk down the isle and find the right drawer or a cardboard box with my file, but there is no urgency for me at the moment.. And I am writing this not to "complain" as you implied repeatedly, but only to warn the folks here that their fancy web site is nothing but a Potemkin village, and, of note to you personally, this has nothing to do with truck fires.So you don't want to call them up to clarify what the issue is and get it straightened out but you still complain? I suppose it is a hobby for you. You want them to fix an issue with their system but you don't want to tell them that there is an issue?