"Technicians were great. Support provided to the technicians was lacking. They arrived to install one component. I had purchased two. That's okay because the shop sent another component, and it did not cost me more time. I had purchased the lower cost component, and a more expensive component was dispatched. That's okay because a supervisor/manager told them to install and it would not cost me any more. Thank you. However, I am concerned that if this is not documented, on down the line some auditor or new manager will not want to abide by the decision and come to me for more money. This arrangement needs to be documented."