Entertaining story, but only because I'm not living it. :-)

I don't know much about this stuff. It sounds like a very painful exercise.

Here's a thread that talks about similar issues, but since you're plugging it into a proprietary system you may not be able to do anything about it. Still, it might give them some ideas of how to fix it (if they're willing).

http://forum.cmsmadesimple.org/viewtopic.php?t=15578

HTH a bit. Good luck!

Cheers,
Scott.