The technician who worked on this repair posted his side of the story today. It makes an interesting read, countering his viewpoint with yours. I have to - still - side with the tech on this one after hearing both your stories. Causing damage to the printer and then blaming the manufacturer isn't a really good way to get service exceptions. If CEL decided not to make an exception anyway the damage must have been pretty serious. Their instructions are really quite easy to follow in my experience. Then to make personal attacks and to spam their ticketing system? That is just rude.