[lineslinger]

An unbiased opinion from a factory rep?

How often is he/she going to rule against the company that pays their salary?

Stories have shifted since this thread was originaly posted and I must say so has my opinion about the gentleman who posted it. What we were told and what actually ocourred seem to vary quite a bit.
If Keisler would have snapped up that gear box and said "well' take care of it" I have to believe that would have had a much more positive impact on future biz, and industry perception than the cluster%$#@ and finger pointing taking place now.
For someone still considering which gearbox to buy and where to buy it from I gotta tell you I would be seeking a company with more a positive stance/attitude than what is being presented here by Keisler even though I believe they are being reasonable in their approach.
The BIG business "picture" says "We will fix the damn thing and tell your pals". The cost of said repair is a spit in the ocean compared to the potential new business to be generated.
The customer was BS-ing you??? So what, chances are anyone that know and hangs with the guy are going to know about him too and they (Keisler) still fixed his gearbox? "Hmmmm, maybe I oughta give them a look" Positive customer relations is one of the cheapest and most effective ways to be perceived as the "go to guys".
A lot cheaper than say a 30 second radio spot, a magazine ad, a billboard, a web popup, etc. etc.
And look where the adverserial stance has them now.

Win the battle and lose the war.