Rdawg, This guy has been smoking his lunch. If you really want to win your claim, I would advise you to get agressive as well as assertive. I tried the approach you mentioned, It got me good answers on the phone, But when push came to shove, I had to get assertive brcause there is a perception within the VA that looks upon Veterans claims in the negative abstract. They are always attempting to find equal negative evidence in order to disallow any claim. I also believe the entire thought process is contagious and the VSO's who work in the regional offices are also effected.
Look at the file, get a copy of its entirety, and go into damage control mode, call a good SSA attorney and ask them who they use for disability claims for IME's and make an appointment to see them. It may cost you 4 to 500 dollars but it will be the best money you have ever spent.
If you need direct help, feel free to shoot me an email.
John