Miller, it might be superstition, but I've always had the best luck calling Weber CS right before closing time. I mean, not at 5 minutes till the hour, but at the end of the shift. Seems to me that when I call during the day, I often get a trainee or a new employee who doesn't know their stuff and who maybe needs to check everything against protocol. But later at night, I get the impression that the more senior people are on duty (since I imagine the supervisors have gone home ;-). These CS folks know more, ask fewer questions, can find odd items quickly, and are just generally more helpful. And it might be my imagination, but I could swear they have a tiny bit of respect for us manic kettle-heads in our constant quest to rescue, restore, and respect the mighty Weber kettle.