[kohanz]

> If the customer gets angry at the response, it's fine because it just means they don't understand, which means they are just getting angrier at the car company.

I think it's easy to say that "it's fine" without stepping into Daniel's shoes, but the responder still has to carry some of the emotional weight of that interaction through the rest of his day. I don't blame him one bit for wanting not part of that.

Remember, this is customer service. You and many others may be nice and have reasonable expectations, but it's the outliers that sour the whole experience. I also would not opt-in to wasting my time and energy on these responses.