Bart,
In re the last sentence, I hate to burst any bubbles here, but I'd venture a guess that they simply didn't know any better. The guys on the 800 line Tech Service do not work in the range, and most have little more than a passing accquaintance with what goes on down there. They work for the Sales and Marketing dept, while the range is handled by an entirely different crew that comes under the pervue of the Engineering dept.. Frankly, most of them don't know the details of what goes on down there in the tunnel.
Back in Jim's day, and when I started working for him, he was both the 800 Tech guy you'd speak to on the phone AND the guy who did all the QC firings. The 800 room and the range were one in the same, literally located in the same room. As the tech service was better advertised, it expanded dramatically, to the point where we hired several additional guys just to answer phones. The firing scheduled in the range also expanded dramatically over they years, to the point where Jim wouldn't have recognized it any longer. I used to routinely do more firing in a month down there than Jim used to over the course of a year, literally. One of the unfortunate (and probably unavoidable) consequnces of that was a gradual widening of the gap between the 800 service and the range itself. Very different entities today, and little transfer between the two.