Gavin,

You are not getting ready to quit your job and start working as a
response center engineer, are you?  ;-)

Kevin

        > If you really want to be popular with the response center
engineers, then
        > when you get better than average service from one of them let
them know
        > about it by sending a letter of appreciation, or some small
token like
        > flowers/candy etc.  Flattery and bribery can go a long way :-)
        >
        > G.