My husband and I used to go to Sur frequently when we lived in the neighborhood. The food was always good (though not as good as Saul, but apples and oranges really) and I don't recall ever having an issue with the service.
On a recent Saturday night visit we were seated immediately, given only one menu for the two of us, and then totally ignored. After nearly twenty minutes without so much as a glass of water (every waiter and busboy avoided eye contact) we got up and walked out.
Fortunately we had a nice meal at a small Italian place up the street (north, on a NE corner - does anyone know the name?).
We won't be visiting Sur again anytime soon.