In message , tony sayer
writes

I wonder how "your" customer is viewing all this;(

They have been incredibly patient.
I've told them what's going on in any event but it doesn't prevent me
from feeling very embarrassed. The whole job is costing them a 6 figure
sum and the supply of plumbing equipment and its installation is souring
the whole experience for them (and me).

I hope you'll forgive the missing DIY component of this sad saga; its
therapy for me and I thought you might find it interesting to examine
the anatomy of what seems to be a typical complaint from customers from
a different angle.

--
mark