RAM was actually from Canton, Ohio. I remember the shop way back in the early 80's before they moved south.
I don't know the pecking order, but Mike was who I used to talk to. I get it, I would bet if they don't cut the time short on "tech", he could talk all day to endless calls. But that really puts a hindrance to customer service. I didn't call much, other then in the winter when I was getting it serviced.
When Tim Hyatt first did my clutch I asked how long it would take. He told me 3-4. I said "months"? He laughed and said "Days". That was all it took to change providers. Now with Chris taking over after Tim's passing, I drive up to his house, spend an afternoon and bring it back home all redone.