and Steve, when I know I'm going to get screwed, I usually like to practice my positions beforehand. May I suggest the "over the barrel" pose. I'm currently trying to get a customer assistance from CAT on a failed engine at 2800 hours on a D6T. I will tell you this, I am NOT beyond walking into the service managers office and leaning over his desk with my legs spread if I don't get my way. Ill do it in front of a regional rep too. Its my way of making a point!