Called the dealer today - the fella I spoke with (happens to be the owner) in the morning and made the appointment with, well, he was tired and went home early.
Yah.
So rather than have me bring my machine in he thought they could mail the part --- I said he could courier thanks. Then one of the other staff took the phone away from him (so they could read the writing of where to send it) - great idea. At least she had a titch of apologies that this had happened.
At work, my fish name (anyone familiar with the 'fish philosophy'? - actually rather fun way to build a cooperative corporate culture ...
http://www.charthouse.com/content.aspx?name=home2) was "Barracuda" - I'm the technical support and get to solve all sorts of issues, so have lots of practice documenting and being polite but firm. Have no problem going up the ladder to get resolutions and restitutions.