100% agree. An unfortunate amount of people think they can railroad phone reps to get a better outcome. When dealing with a good company, this is a sub-par tactic. It may work, but not as well as a more friendly approach. Customer service reps are generally as good as you let them be. Some are better than others, but you can bring out their best with a respectful, matter of fact approach. State your problem and ideal solution. To ensure you're both on the same page, answer any clarifying questions they ask. Give them a moment to find the solution that is closest to your preference. If they propose something that doesn't cut it, tell them so and tell them why. Do this respectfully. This is when they will decide whether or not to give you the 'company policy' answer or get creative to solve your problem. Treat them as you would a friend while being firm. Restate you're preferred outcome. It's OUR problem now, not just yours. If its not moving toward a resolution at this point you can request they escalate to a manager. Keep in mind, the last thing you want is to be sent to a manager who has already heard about how unreasonable/disrespectful you're being. If you're being an ass and that manager is worth their salt, they'll just reiterate what their employee just told you. Assume the person you're talking to wants to find an agreeable solution. They do this for a living. They likely base how good they are as a professional on how well they handle customer calls like yours. Be respectful and they'll be better at solving your problem.