How many orders would you say TOWER processes in a day? If they drop the ball one time in a thousand, you will undoubtedly hear about it here. Unfortunitely when it does happen, it seems to the individual involved that they do that sort of thing routinely. If you don't like the direction that a service rep is taking you, then calmly ask to talk to the supervisor. I know of too many cases where they made the customer happy even though the customer could have been at fault.