Of course you're right. The issue is that the local sales channel is not exactly a think tank. It took me 2 months just to get an executed contract back from them.
I called my "service coordinator" yesterday morning and explained the situation to her. She promised to talk to her director and call me back in 30 minutes. That was almost 24 hours ago.
I did get a call from the local field tech this morning. He's scheduled to come out and run more tests. Hopefully he can get his laptop workking this time. (couldn't get it to work last time.
)
Aaron