Serious Flaw in Software

We have noticed a serious flaw in v11.  The support case I entered last week in the system has gone unanswered, so the user group is next.  Before explaining the flaw, there has to be a better way for NS to handle this.  Pushing me to anounce a flaw on the user board does not build confidence in the system for anyone.

Scenario is as follows:
Customer calls, we pull up customer record.  It auto loads with last order information, or we make a copy of last sales order.  We then add in new info, such as new shipping address.  When we later go to fulfill this new order, the fulfillment page has the correct address in the text window, but the line item address fields are populated with the ship to address in the last order the customer placed with us.  When a ups ticket is printed, it contains the incorrect address.  Needless to say, everything falls apart form that point on.