Boady, How did the head replacement turn out? Did the deanship treat you right in the end?

My limited experience gives me this opinion. The service manager's job is to be a bull dog and get as much profit as possible. Being fair and nice is not in their job description. You will generally only get the run-around dealing with them.

The general manager or owners will try to fix things. My recommendation when service people are not treating you right is stop talking to service and go up the chain of command immediately, higher the better.