Getting phone calls returned was irritating for both inside and external lawyers whilst corporate counsel resented slick sales presentations from law firms. Instead of high-pressure marketing, they would prefer to talk to outside firms about their needs. Scope-of-work issues also dominated the list of woes, with one corporate counsel telling ALM, 'You order a tree house, they give you the Hoover Dam.' Billing surprises are, unsurprisingly, on the list, with corporate counsel complaining they feel blindsided by late or unexpectedly large invoices. ALM conducted the research as part of its 'Who Represents America's Biggest Companies' project. Source: American Lawyer Legal Intelligence.