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Its really not his fault man. Me, working in retail, can probably tell you that that is company policy. He sounds like he did exactly what he was supposed to do. Although its not always convenient for the customer, that is the way things are set up. Maybe the order desk person wasn't in? My point is, don't get mad at the sales rep, he has a job just like you, and it really ruins his day to have to deal with customers like you. Be mad at the company, not the rep.
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Through counter-intelligence, it should be possible to pinpoint potential trouble makers, and neutralize them.
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