Another vote for Walter Freeman. You could always tell he cared about your situation when you had to dial 217-222-8200. Some of the others there, not so much. For a while it sounded like they had a few new guys. I got the "have you read the manual" trick more than once.
With the exception of Walter Freeman,they suck.
David Anderson, I forwarded your comments to Walter Freeman and the rest of field service team in Quincy.
Do you have a phone number or just operate your biz via email ? I'm sure they will want to follow up with you.