I had a customer encounter that same problem as well. Being at the dealership level, I seldom use the online lookup that's available to customers, so I don't find out about it until it's too late. However, I complain about the eParts system that dealerships have on a daily basis, so it goes hand in hand. I remember complaining about NextGen parts lookup when it first came out, but by the end, it was a good system, one that I still miss at the dealership level.