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That Dropped Call with Customer Service? It Was on Purpose
(www.theatlantic.com)
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Let's be honest, that's what they say, but it's a half truth. The other half is that solving your problem even when it's 100% their fuckup still costs them money, so they want you to jump through hoops of fire to get what you fairly deserve.
It's just another b.s. form of gouging the customer.