I have had similar experiences myself so I am kind of used to the possibility of long waits when I absolutely have to contact a company for a part I can't get anywhere else. One time I needed a truck side frame screw to my MTH subway and decided to use plan B and try my local hardware store. I was able to get a screw that worked so I purchased a bunch of them. The screw head was a fraction larger in size and was silver instead of black. Since the screw was not seen from the outside, color and head size difference was not a problem. Bottom line I did not get frustrated with ordering on the phone and even felt good in finding an easy alternative solution.
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