[blueerica]

Ugh - I hate the "it wouldn't matter anyway." Sometimes it's just better to hear the bad news from a manager, because at least then it doesn't reflect as badly on the entire system.

Like I said, I sympathize that these people get calls day in and day out and they're probably exhausted, but IMO, a fake smile, a modicum of attention, and the right combination of words can go a long way. Even if it "wouldn't matter anyway."

I look at what I read above, and the one experience with their CS that was good resulted in a forgotten name. If I was a CSR, I'd want to be forgotten.