Huzzah!
After three "well we tried XYZ but I'm sorry, this can't be fixed– that's just the way it is" excuses from the installer, I finally got them to go directly to ESI. ESI then called us and fixed the problem remotely in under 2 minutes.
Yay ESI, boo to the installers. If you're going to tell a client something isn't possible, you should at least *try* all the options first. My opinion of the installer is pretty low right now considering I'm the one who got them to actually do their job.
In any case, thanks for all the help, it was much appreciated!
m19
