I loved this comment from you-

me:"What part about me not being here tomorrow don't you understand?"

Good thing I wasn't drinking Pepsi when I read it-or I'd be hosing down the keyboard. It's exactly the kind of question I would ask.

Ever get the impression that companies tell their customer service people to work from a script, and only from a script? and that the next thing they tell their CS folks is that the cost of responding outside that script will be job termination.

Seems that no matter what input is given, they are only allowed to respond in predetermined ways. So if a problem we bring to them requires a creative or non-standard response (I suppose that's redundant) not covered by the script, they can't even respond to it except from within the script.

I suppose there are other possible answers as to the "why" of non-productive or illogical responses by CS folks, but sometimes, it seems I'm talking to a droid instead a real Human Being.

Dorsie