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All in all, Tom, I like SB's idea -- send the Wrenches some donuts and
some thanks. My experience in working in some shops has been that a lot
of the mecahnics were honest, good guys but that their supervisors
weren't always up to snuff in customer relations. That said, I'd follow
up the donuts with a letter to the Regional HQ of NTB and detail the
situation, making sure to point out how helpful 'the Guys' were, but
that front counter assistance was severely lacking.

Overall, though, it's just a d@mn good thing that there were no damages
of any kind.


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