Rereading the previous post, I'm struck by something
My anger seems to flare in proportion to the amount of my own stupidity that got me into the situation. This is not a new insight for me. But reading between the lines of the AOL agents's statements, I get the impression that that's what they were doing too. This could just be me projecting my own thoughts onto others, but maybe not. The supervisor clung to his defense of his "best rep" far longer than would be wise from a customer service perspective. Of course, these two didn't seem like really bright bulbs anyway.