But what if that customer HAD to scream loud in order to to get things put right? If the customer rep truly believed that was the policy (whether is was or not) and you keep batting emails back and forth to them... they will not budge. So you have to go above their heads... I don't know the whole/original story but if it was me then I would have kicked up a fuss with Newegg and demanded a telephone call from a manager.

However, it (hopefully) means that everyone at Newegg is now aware of the correct policy and that we will not have this issue again. It also hopefully means that if there are similar issues in the future then clarification is sought before refusing a customer OR it is dealt with by someone more senior.

I don't think a one off incident where they put right should be looked upon so negatively... imagine someone judging humans in the same manner!