Sounds like Bear.
A very sweet woman to deal with.
When I was looking for a part, Bear promised to call me back as soon as she found something out.
As promised, she called and I was away from my desk (left her my work number). Anyway, I forgot to call back and Bear did call again and left another message for me.
At any rate, we eventually talked and I got the parts within a very reasonable time and Atwood also had no instructions on the service part I had ordered. I can be a kind of go where angels fear to tread kind of guy sometimes, so to me it worked out well. Of course, my install was in an area that was not within eyeshot, so I could afford to be a bit less worried.
Glad you got the rock guards on.