seems to be happening more and more though, whether its due to lack of training or lack of professionalism it does not matter. when a customer is told through the only point of contact they have that item A will be replaced with item B then that is exactly what needs to happen. if the CSR is wrong, it does not matter. thats a CSR issue, they need to step up to the game or step out. the constant ineptitude of the CSR's is putting a strain notonly on customer relations but also on the installers who have to deal with the customer personally.