The fact that that didn't happen in this case suggests VW and/or the third party contractor err in the opposite direction and punish initiative. Sure, the cust

The fact that that didn't happen in this case suggests VW and/or the third party contractor err in the opposite direction and punish initiative. Sure, the customer service rep should have been aware of the specific policy exception in this case, but the fact that they didn't feel like they could help without a specific policy exception suggests a pretty restrictive customer service environment and prioritizes rigid policies rather than helping customers. Or at least that was the perception of this particular rep.