Personally, if a CSR is up front about what went wrong, what they did to try to fix it/what they're doing to get it fixed, I'm a happier customer. I've worked i

Personally, if a CSR is up front about what went wrong, what they did to try to fix it/what they're doing to get it fixed, I'm a happier customer. I've worked in enough large organizations to understand how difficult things can get when navigating multiple departments and multiple people trying to get some corner case situation cleared up.