[shiroiushi]

This is a great story, but I'd like to also point out that it shows why the popular trend of only blaming a company's top management for that company's terrible behavior is wrong: many people have a tendency to want to sympathize with the lowest-level workers at a company, saying "they're only doing their jobs and have no say in business decisions" when interacting with customer service personnel. As you can see here, many (if not the vast majority) of these low-ranking foot soldiers are sociopathic assholes who really believe the corporate BS and are happy to do their utmost to screw over customers. It's not just the higher-up managers or CxOs, though they usually set the direction.