Inspiring confidence that my problem will be solved

Hmm. I think I'm in trouble if the support site itself is incapable of displaying accented characters properly.

My analysis of the problem is that the content in the middle is contained within a frame, and is actually encoded in ISO-8859-1 - but doesn't have an encoding declaration. And the containing HTML page, of course, declares that it is UTF-8. So poor Mozilla gets very confused. And our poor users continue to get corrupted characters in their reminder and overdues notices.

Note: Some information removed from the screencap to protect the innocent - the client care people are actually excellent folk, and I'm sure they're just as frustrated by the problem reporting system as we are.