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And still the obvious solution, to me, is to take the paper and then just shred it. Then the complainers are happy they were given the option and the company doesn't have the liability.
I understand the goal they have, but they chose the most abrasive solution (from a customer service point of view).
They are trading a cheap item (pieces of paper) for an expensive item (increased use of CM time which is expensive, even at $9/hour).
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