Bill returned our call while on vacation out of the country. It took very little time to explain our situation and he had the correct answer right away.
He provided troubleshooting tips over the phone and I was able to fix the problem in about 10 minutes. He then made a follow-up call to see if I needed any additional help. We really appreciate that he was willing to go out of his way to help us even though there was not going to be a service call.