please understand something, I am in the same industry as all (most) of you. I was in the service / install business for a while. Now i am in the chief engineer for a University in NYC. My managers always fix their mouths to lie to the customer to cover any unforseen problem that pops up and it almost always comes back to them and they come off looking foolish & inept. I never take that approach for reasons i mentioned in my first post. I wish i had a dime for every time i heard "finally someone took the time to explain it to me, now i understand what's going on". with very few exceptions are people still dissatisfied after that.
I have been trying to get up the rocks to go it on my own for some time now, and start a service/install company and I see a real need for the kind of upfront honesty that we are discussing, am I naive and people don't care or what? I know I care, but there seems to be a proliferation of B.S. ers out there who are making a living just as well as others.
pool heater update - the "servicemen" finally showed. They knew absolutely nothing about what they were looking at. Didn't know where the press. switch was located and after I showed them they installed it with no thread sealant. I had to tell him to remove it & seal the threads and reinstall it. tries to start the heater with the cover off - (door switch). I point it out and tell him to press that switch. -swear to god- he begins pressing it bbq lighter style and says " is this the ignition?- i tell him to get out of the way and i test it to verify it works. all ok. WTF? A call to the mfr. is definitely in order.
Sorry for the longwindedness and thanks for the replies...