This note is to express and document my appreciation for your quick response and professionalism you have shown regarding our start-up of the subject machine. [When jamming was reported], you changed your busy schedule and came up here to help. Limited on what you could do [on location] [lacking] the proper tools, you were able to get us up and running. You acknowledged, and we understood that there was still some slight scuffing. [In spite of] a plan in place to resolve these open issues when the run was finished, our Quality Dept. stopped the run until all scuff marks were resolved. Again, we reported that we have not been able to resolve our quality problems and yet again you responded like we are the only customer you have. I have been in your shop and know that is certainly not true! I hope your other customers are not jeopardized by our needs. As soon as you were told that we had to be in full production in just two (2) working days, you came up with the right plan.