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Thanks for all the replies. Looks like I'm not the only one with complaints about LB instructions and customer service. Pulling both ways at the same time with pliers as suggested (carefully) is working out ok. I did not think of that.
When told by one of the LB staff that nobody in the office could answer installation questions, that the person who used to do this retired and has not been replaced, and that she would get one of the shop workers to call me back sometime the following day, to me reflected a serious lack of effective customer interest and support. Sorry if some think I overreacted but I was not asking a complicated question....just trying to get clarification on an installation point not adequately explained in their own instructions.
As I suspected they would, the forum responded quickly with suggestions and I thank you for your interest and support.
Glen