I am glad to know I am not only one who got the "Customer Service" Dude. I placed an order for 5, got them in mail and they sent me 9x9's instead. It has taken 3 days just to get a RMA and everytime I called, I got the same "Customer Service" Dude who was useless. I will try back and ask for the DIY discount and see what the "Customer Service" Dude says. I did find out that this is the Online Ordering company for Arris Solutions, but to place order to them it has to be over $250.00. So they put this "Customer Service" Dude in with the Online ordering for smaller orders.