thank you cathay and percy for the reasoned responses, even though they are coming from different angles. i absolutely believe i could have handled the situation better, which is why i did apologize. i know CX believes they could have handled the situation better as well, which is why they apologized. when someone puts their hands on you, it can sometimes cause you to react in an irrational manner, which was compounded by the fact that CX simply wanted to sweep it under the rug.