> Just last week I received an email from a manager saying "Never do (this), especially with US customers."
> Three days after that email I ran into (this) situation and emailed him asking what I am to do. He said frustratingly that I should do (this) since it wasn't a US customer.
> I emailed him both his quotes, the ones that said never do (this) and the one that said, of course, you should do (this). I pointed out that was confusing. He said it was my fault for being confused and to email him when I am.
> Middle management is often desperately trying to justify their job by creating purposeful confusion. I swear he's trying to trip me up looking for reasons to put marks on my record.
That’s a great idea. Actively create a hostile environment with this person for no clear benefit. I mean, yeah, you’ll like like an asshole and in no way will this likely help you, but they’ll look wrong, so totally worth it.
The fact that the response was outright hostile requires escalation either to HR or to this person's manager.
> He said it was my fault for being confused and to email him when I am.
That is definitely something I'd want on HR's radar if my manager said that to me. If you've ever worked in a large organization, this is how things tend to play out.
HR isn’t there to help you out. They’re there to protect the company. This scenario is not one that HR is likely to get involved in and it’s more likely to put you on HR’s radar as a “troublemaker” than anything.
If you want to discuss it with the manager’s manager, CC on an email is the wrong way. Talk to them privately. They may or may not be sympathetic but this is more likely to work than an obvious attempt to shame your manager in front of their boss.
> Three days after that email I ran into (this) situation and emailed him asking what I am to do. He said frustratingly that I should do (this) since it wasn't a US customer.
> I emailed him both his quotes, the ones that said never do (this) and the one that said, of course, you should do (this). I pointed out that was confusing. He said it was my fault for being confused and to email him when I am.
> Middle management is often desperately trying to justify their job by creating purposeful confusion. I swear he's trying to trip me up looking for reasons to put marks on my record.
I would respond and cc their manager.