It's nice that you've found something in your rulebook to attempt to excuse this behavior.
There are two types of customer service people. The type that try to provide service, and the type that try to find a rule to "make it all just go away."
You've shown us precisely that you're the second type. I have known better than to seek "Customer Service" from overworked underpaid automatrons who know how to echo their corporatespeak.
Now stop rocking the boat, start rowing it, don't beat a dead horse, admit your captain who threw off Kevin Smith is a horse's ass, and apologize publicly for this excuse for an excuse.
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