Your post is spot on. I worked for SL for many years (in the past), and although you had to deal with all their "protocols", their constant phone calls and faxes (they would fax a request for a report - and in less than an hour's time - another not so nice fax about when "they could expect to receive it". All this after the original request had the date and time the report was due. Some of my contacts there were civil - but several were not. I won't give names - and he might not even be there any longer - but Tony De. was as offensive as they come.