it is always good to get a second opion wether it be from a docotor or a liftruck service company. A doctor and service tech have a lot in common in my view - they do diagnostics, make a recommened propsoal for correction and perform the work to get both "up and running" as fast and efficent as possible

the refersence to getting to know your customer was not meant to have social conversations but the better either party (doctor, tech and support organizations) knows their customers the more efficent they become and communications can become and a stronger realtionship will develop. Kinda like married you might say - during the dating period all is "sunshine & roses" but once you live together issues start to show up, it is how fast the issues are put to bed. In my opion fast direct adn accurate communication is important.