Understood and agreed. However, complaining to them is like complaining to the wall. He/she has no power to change it. There are rules that need to be followed and a customer can scream, yell, stomp their feet, threaten to sue, take the agent's job (which there is no way in hell they would last an 8 hour shift in) and any other form of manifestation they want but in the end, it will only result in the customer ruining his/her own day and still getting what they would have if they would have just followed the rules and wrote their letter later. In addition, they have then made the people behind them wait even longer.
This might be a new field for me on how to teach customers certain tactics. Hmmmmmm.
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