Anyone ever notice the difference between someone who tries to cover his tracks, and someone who takes ownership right away? The fella covering his tracks is trying to avoid blame, but ironically draws suspicion like a carcass draws flies. The fella who takes ownership right away, especially ownership of a SOLUTION, which is what most folks really want anyway (more than a scapegoat), usually ends the matter post haste, and build trust for when they say it really WAS the customer's fault.

You'd think some of the industry's customer service professionals would have a lightbulb go off on that sort of thing, wouldn't you? [SOAPBOX_MODE: OFF]

Good on ya, EB.