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Review: GEICO |
Comments
These are comments left by site visitors who have completed a survey for this company. The comments are unedited and shown in the order the surveys were received. If you would like to participate, just click the "Take a Survey" button at the end of these comments. |
"Lowest rates "
2007-01-23 15:09:08 EST
"Quick, efficient and painless."
2007-01-23 15:11:41 EST
"Rude; reluctant; stonewalling."
2007-04-27 14:14:24 EST
"Love the company , but I hate the fact that I can't get a discount for having auto and homeowners insurance with the company ."
2007-05-13 01:03:00 EST
"I had a car accident on 4/28/07 in Beverly Hills California. A Honda Civic pulled in front of me as I drove down the street and I t-boned it in my Porsche Boxster. Even though it was obviously his fault (the police report even said so) he denied responsibility so his insurance company (USAA) told me I would either have to go through my insurance (Geico) or wait the 1-2 months for the investigation to complete. Of course I chose the latter.
I bought the car 5 months ago for $34,000 and added a $7,000 bodykit and had Geico insure my aftermarket items (they charged me for it). The Geico adjuster (Jason Wood) offered me $31,000. When I challenged the adjuster's offer, he told me that the bodykit only offered a $850 increase in the resell value. He simply could not understand that I didn't insure my car for resell, but REPLACEMENT in case of an accident, which I thought was the purpose of car insurance in the first place. I ended up having to call his supervisor (Mario), which was no help, so I called his supervisor (Manuel) too. After explaining my situation over and over he finally realized what I was getting at and offered to pay for the bodykit reimbursement. He said he would pay the full value of the kit because it was only 5 months old. Jason Wood (adjuster) came back with another value, which again needed to be corrected because he failed to notice I had litronic (HID) headlights. Luckily for me it only took 24 hours for them to correct the amount I was owed, $39k.
I was told I needed to contact Geico in Georgia to receive my check. They told me that since I was in a rush and I owned the Boxster I could simply go to my adjuster and exchange my car's title for the check. I called Jason and he said he didn't have checks. Geico Georgia told me that I could overnight my title to them and have a check overnighted back. I paid the $20 and overnighted my title to Geico Georgia. I called Geico to make sure they were sending me my check, and the girl told me that they were sending me a check for $31,000! I notified her that she was incorrect, so she said she'd call my adjuster but since he didn't answer they'd have to get back to me. I called them back 30 minutes later and they told me that they got the correct amount verified but that they RAN OUT OF CHECKS and that I would have to wait until Monday (it's Thursday). I told her that that was ridiculous and asked for her supervisor. The woman came back online after 5 minutes and told me that they were sending me out a check today, and that they would call me back soon with a tracking number. I waited an hour then called them back. She said they didn't have checks and that someone was looking for some. I asked her what time it was in Georgia and she said 5pm. Then I asked her how they were going to overnight me as check at 5pm, and she said "I guess it won't be."
The people at Geico behave as though they are paying out the claims out of their own pockets. They are irrational and they lie. This experience has become a nightmare. I have had to be on the phone with Geico pretty much every day for a month, fighting with them. Having airbags deploy in my face and bruising up my arms was not nearly as bad as dealing with Geico. I would highly suggest that you STAY AWAY from Geico. Especially if you are located in the Los Angeles area. The local representatives here are HORRIBLE and you will never get them on the phone, they will call you back EVENTUALLY. I cannot stress enough the pain you may endure if you have an accident and have to deal with Geico, whether it's your insurance or that of the person who crashes into you."
2007-05-24 17:56:00 EST
"We had been good Geico customers for ovr 6 years. One day my Mom drove my truck from her house to mine for me and she was involved in a minor accident. Geico paid the claim but then canceled our policy, even though we weren't the drivers, and had paid much more in premiums than they did in that claim. I will never recommend them, because they cancel you if you ever claim. Isn't that the whole point in having insurance in the first place?"
2007-07-01 19:39:13 EST
"GEICO stonewalled me after my claim was filed. I was rear ended by a speeding driver. The "person" that hit me is a GEICO insured individual as well.GEICO claimed that they would only give me 25% of the $1200 that I paid to repair my car. Beware of these car insurance companies!"
2007-07-02 09:03:36 EST
"High rates in NY, many other top rated companies will beat Geico's quote by $200.00 or more."
2007-07-05 17:36:22 EST
"Emergency roadside service has been very helpful. They will help if you have locked your keys in your car to assisting in a jump start. It is much cheaper then Triple A!"
2007-07-05 21:05:59 EST
"dont even consider this company, poor customer service and a total rip off, they claim to save you money, no way did they come close. i will never say a good word about them nor will i send any business to them, geico needs help, shouldnt be about the money, whatever happened to customer service."
2007-07-11 22:32:43 EST
"I was in a recent accident, where the driver ran the red light and hit me. I called Geico and they immediately sent the tow truck and started the claim process. Geico has continued to help and answer all questions regarding this claim. I wish I could say the same of the other drivers insurance.(Auto Owner's insurance) They have been very difficult to work with and although they sent a draft 7 weeks ago it has still not been paid. "
2007-08-13 14:49:24 EST
"Car was stolen, recovered with damage, totaled-out, company did not recognize the increase over usual book value of the replacement engine and transmission."
2007-08-15 14:36:22 EST
"They are absolutely accesible at all times and very responsive. Only problem I now have is whether that is worth a 22% preimum to another quote."
2007-08-26 16:35:10 EST
"Their rates are higher for equivalent coverage through other insurance companies, namely Progressive. I have never filed a claim, but my rates have generally gone up every few years. Prompt when calling about general questions concerning my policy."
2007-09-03 07:30:38 EST
"I have had 2 automobile claims with GIECO and they couldn't have been settled any better. The claims adjusters were so easy to work with, very helpful."
2007-09-20 08:27:21 EST
"The worst customer service I have ever experienced with any company, not just insurance. Absolutely aweful!!"
2007-09-25 11:15:52 EST
"My wife hydroplaned and flipped her explorer in the rain and they only offered $4,000 (3,500 after ded.) for a car with kbb.com value at $6,300. I only want about $5,000. No one answers the phones and they take their time to return calls. The company they use to value the car is apparently the end all because they won't even discuss raising the value. So after all this,and am considering a small claims case. The main (general) number operators are very friendly, but it appears to be the adjusters job to be sarcastic and rude."
2007-09-25 20:56:26 EST
"I love GEICO!!!!!"
2007-09-28 16:24:21 EST
"They have stop giving a discount for auto and home insurance."
2007-10-04 19:59:59 EST
"poor quality of repair"
2007-10-23 10:40:08 EST
"My 33 year old daughter visited us from out of town for 2 weeks. She ran an errand in our car. In a shopping center parking lot another vehicle "grazed" our front bumper. Not realizing at the time that the damage was minimal I had GEICO look at the vehicle anyway. They agreed there really wasn't any damage, but they were going to add my daughter to our policy anyway and DOUBLE OUR PREMIUM!!!! Need I say more. I am mad as hell with these idiots."
2007-10-29 21:29:06 EST
"Their prices are reasonable and they guarantee auto work. WE had repairs in the past guaranteed for life and they do honor it!!! "
2007-11-02 02:10:43 EST
"GEICO is a great company and they have always treated me extremely well, even when I had an accident. I will stay with them for a long time. "
2007-11-09 09:15:16 EST
"GEICO has always strived to do the right thing. They are the very reasonable in the face troublesome situations."
2007-11-28 21:31:44 EST
"was not at fault yet geico wants only to pay 50 percent , the other party got the ticket said he was look not looking when he crash his car , yet geico wants to pay 50% "
2007-11-29 14:23:45 EST
"The estimates for repairs on high end vehicles BMW,Mercedes,etc. is way low to repair the vehicle compared to the actual cost of parts and labor to repair. I own a 2003 745 BMW LI that had a broken side view mirror and dent on rear bumper after I came out of Home Depo. GEICO charged me 2 seperate deductables cut a check $2,000. below actual value to repair. I'm 17yr customer paying more than $500.00 mnthly. Beware of insurance adjusters,and insurance companies that back these idiots. "
2007-12-08 10:12:46 EST
"I was always within the 3 satisfied categories, that is, until I filed a claim.
While they processed the claim, the payment was for quality parts out of local salvage yard and no payments for anything damaged that did not come with the vehicle from the manufacturer. That is to say, if you added an air deflector or any other add on that was damaged, they would not pay to have it fixed or replaced. I do not recall anyone ever mentioning this is their sales pitch, their advertising or anywhere elce except the hard to real legalized version in the policy. So, all they had to say was I had not read my policy. My new insurance company replaces non-repairable items with original equipment from the manufacturer and covers the added items. Now I know the savings I had with Geico were great and I was very happy until I had an accident and turned in a claim. By the way, that was my first ever claim with them and I have not been involved in any accident and have been claim free for over 50 years. Shame on Geico! There ads do not tell the whole story."
2007-12-08 18:27:35 EST
"GEICO unfairly raised our rates and altered the policy without notification. Stay on top of your policy by checking online at least once a week. They also change adjusters all the time so don't get too cozy with someone there! Rates are usually pretty good, but stay on top of things and be prepared to change insurance companies at the drop of a hat because you never know when they are going to randomly select you for a major rate increase."
2007-12-28 03:00:42 EST
"I ran into a ridiculously horrible customer service issue. They gave me wrong information which in turn cost me money and they never once even took responsibility for it or apologized for wasting my time and money. I HATE THEM!!! I switched to Progressive."
2007-12-28 17:54:42 EST
"I am not only a Geico insured, I'm also and employee. I've been insuring with GEICO much longer than my employment with them and have always thought them to be a great company! They had the cheapest rates when I was shopping around. The customer service is excellent and VERY knowledgeable. I don't think I'll ever switch!"
2007-12-29 03:51:46 EST
"Their rates are very high. I have been with this co. since 1948 and in all that time I have filed 4 claims-none in over 10 years and I just received my renewal- same vehicle, same couverage and the premium is up unreasonably compared to other companies."
2007-12-30 22:40:33 EST
"I am disabled due to a car accident. GIECO has yet to pay me for my unemployment and has repeatedly lost documentation from my doctor's visits. Three IME visits to their quack physicians who A) don't perform an examination b) don't look at e-rays C) don't try to hide the fact that they will not give you a fair and honest evaluation."
2008-01-01 11:26:14 EST
"when trying to get a quote for the increase in adding my fiance once we were married, the rep added him and refused to remove him. I was told it was my problem to prove we weren't already married. Instead of fussing with the paperwork (had to get a copy of his mothers mortgage and a notarized affidavit from her that he lived there) we canceled and started with another company. customer service was so unhelpful, we will never go back!"
2008-01-02 10:07:47 EST
"I hit a car accidently while parking which resulted in a $600 claim. The other person took their car in for an estimate at a reputable body shop, then took their car to Geico's claim adjuster. Geico ony offered $250.00 on a brand new car's repair. Geico refused to pay the whole amount and I wound up paying $350 out of pocket. "
2008-01-13 13:48:03 EST
"GEICO is a well-run company with very friendly/knowledgeable service reps and claim handlers. I feel that most people that have complaints with this company (and an insurance company, for that matter) are either greedy, money-hungry selfish people or just plain don't know how to read the fine print. GEICO is a very large insurance company with many customers, and I feel that they do their best to make you feel like their #1 priority, when in fact they have probably dealt with 50 other customers before you just that day alone."
2008-01-13 22:23:13 EST
"extremely difficult to deal with, no one returned phone calls, repeatedly denied coverage for doctor prescribed treatments. "
2008-01-17 10:49:30 EST
"I rear ended a pickup truck in my 2006 Ford Fusion about a month ago. The adjuster came out in the snow and determined my damage to be $9200. The body shop where I had taken my car did not feel this was sufficient, pulled the car inside, and asked the adjuster to come back out. When he did, he determined my car to be a total loss. This was on December 31st, 2007. Blue Book on my car was approx $18,500, and Geico cut a check to my lender for $18,200.00(w/ a $500 deductible) today.
When I was in my accident, everyone at Geico was SO good to me. Asking if I was okay, apologizing for how scared I must have been when the airbag deployed, quick to answer any and all questions I had, and just really nice to me.
I will continue to be a Geico customer unless they drop me for this accident. My husband has been with Geico for 8 years, however I just joined his policy in August."
2008-01-22 13:17:35 EST
"the right hand doesn't seem to know what the left hand is doing..."
2008-02-08 03:04:11 EST
"Customer service is outstanding"
2008-02-10 21:42:02 EST
"Customer service is ok.One glitch i want to mention to anyone looking for a discount after taking a defensive driver course.In NJ,they charge back 'NJ Recoupment Fee' to the customer even while giving you the discount!"
2008-02-12 09:11:10 EST
"Policy increased and I found a better price"
2008-02-12 13:17:39 EST
"WE HAVE BEEN WITH GEICO SINCE FEB. 1990 AND THEY HAVE ALWAYS BEEN THERE FOR US WHENEVER WE NEEDED THEM. THEY HAVE RESPONDED VERY PROMPTLY AND HAVE BEEN VERY FAIR AND PROFESSIONAL IN DEALING WITH OUR CLAIMS. CAN'T SAY ENOUGH GOOD THINGS ABOUT THEM. "
2008-02-12 22:56:24 EST
"They are very expensive and when asked for better rates, They reply that they have given me the best compeditive rate they can. I saved $1800 per year by switching to Response Insurance."
2008-02-15 20:45:50 EST
"I have been a customer for over three years perfect driving record and after a small fender bender in my own driveway where I forgot to set the parking brake and I still have a perfect driving record they wanted to set my rate 1500.00 more than what I was paying for a 6 mo. period which is what the paid out for my fender bender on both vehicles which really was only on car bumping the other... It is ridiculous!"
2008-02-20 08:41:54 EST
"I was at fault in an accident that resulted in a payout over my limit of coverages. GEICO doing the right thing paid over what they were required to to pay the claim. I will never insure with any other company. I also had a flat tire on Christmas Day and did not carry roadside assistance. I called GEICO and they paid to have my flat tire changed at there cost. They are the best insurance company and the most thoughtful."
2008-02-19 15:57:50 EST
"At fault acident, Gieco denyed the claim and stuck me with a $24k bill, along with $800 car rental and $2k in towing and storage fees. Claim was handled very badly, no returned phone calls, and when I did talk to the claims person they were rude and told me to deal with it."
2008-02-27 21:57:35 EST
"Filed two claims with Geico, first for cracked windshield that was taken care of very quickly. Second was accident I was not at fault. It took some time but they got my deductable back fron the other insurance company. "
2008-02-28 21:32:41 EST
"I was hit from behind. It has been almost two months and I have not received any compensation to fix my car. They choose to ignore the facts in the police report and the pictures. The problem is both of us are insured by geico and they dont want to pay. I hope that lying Gebko gets eaten by a bird."
2008-02-29 12:44:07 EST
"if you identify a problem, they do there homework and then fix the problem"
2008-03-06 17:13:09 EST
"PAY FAIRLY TO REPAIR VEHICLES AND TEACH
YOUR EMPLOYEES TO TREAT CUSTOMERS THE WAY THEY WOULD WANT TO BE TREATED"
2008-03-07 15:15:09 EST
"I not only insure with Geico, I am an Geico employee. I work in the home owners insurance. not only do we go through extensive training, our managers are harping us on our customer service. our goal is to make sure the customer is covered with the resonable rate. the home/auto discount not being offered is because of YOUR STATE COMMISSIONER not because of the company, so complain to them. As a GEICO employee, I really do want to make customers happy and be able to help them in every manner. and if there is something i don't know, and i can't find in the contract, i find out for the customer before i get off the phone with them. GEICO IS THE BEST!!!!!!!!!!"
2008-03-16 18:54:21 EST
"Quick in getting your claim completed."
2008-03-30 12:13:39 EST
"if you're in NY, go with Progressive instead, sorry I every changed to GEICO. And I've never even had to file a claim yet. I can only imagine what a major hassle that would be!
With Progressive, I had the lowest rates I ever had on a vehicle and the paperwork was all handled properly."
2008-07-08 15:14:38 EST
"Geico's partnerships with Collision Centers of America and Enterprise make the entire process a dream, well at least not a nightmare."
2008-04-15 11:46:45 EST
"GEICO was so nice, courteous, and quick.
They handled everything from the repairs to the rental car, and my rates didn't budge.
I wish they had health Ins."
2008-04-29 21:12:35 EST
"The customer service I received was horrible, out of the four customer service representatives (plus one supervisor) only two showed compassion and the willingness to work on my behalf while the others just keep informing me that since I did not have the monies for the deductible that I had to go through the other person insurance agency. Now, after my accident I spent eight hours locating numbers, laws about insurance and talking to the other insurance company (which they attempted to have me to pay out of pocket for the towing & storage fee). So, now I have gone two business days (which the claims department is only open Mon. – Fri.) and a weekend without a car and without knowing any information about my claim (car). I finally decided to e-mail my agent again and she finally called (with an attitude) placed me on mute –which is bad customer service skills, so after confronting the agent about placing me on mute she stated that she did not have to hear what I had to say so I requested to speak to her supervisor and after speaking to her supervisor for the second time I finally got the information I needed. This whole process only too me 3 business days (one weekend) and 9 hours of phone time, and I still don’t have a car."
2008-05-12 12:59:50 EST
"Not a GEICO customer, but was hit by one while I was travelling out of state. Claim was handled promply by my local adjuster and for an amount above what my selected body shop estimated the cost of repair. Very satisfied with the service I received."
2008-05-09 19:46:55 EST
"I was in a motorcycle accident in which there were witnesses who saw and made statements in my favor. The representative seemed helpless, even with this information, to argue my case. It seemed as if he worked for the other insurance company or was intimidated by them. I did not get the service I needed, and now I'm out thousands of dollars. Thanks for nothing Geico."
2008-05-25 00:04:28 EST
"geico needs to stop telling there isured customers that at a scene of a vehicle accident they have to go to a collision repair center that geico wants them to go !! the choice is ours not geico who likes to nickle & dime us.we choose them we pay them & we have a choice to bring our car where we want."
2008-05-29 00:39:49 EST
"I am a geico policyholder and I work for geico,I hate to see people say we have bad customer service, I work in the claims dept and we are put through extensive training and our calls our monitored daily for assurance. Geico really is set out to provide good customer service and not just take your money, trust me I work there. I think occassionally you may run across an assocciate being rude but if you think about what kind of customers we have to put up with by reading the reviews you may understand sometimes its hard to keep your cool! Geico isn't only a good insurance company but a good place to work!"
2008-06-01 22:04:25 EST
"An absolute RIP OFF!!! and very unhelpful staff"
2008-06-02 21:37:08 EST
"Stay AWAY! "
2008-06-05 20:11:58 EST
"I have been with them for 4+ years and until one year ago I had zero problems. Admitting my own mistake, I was working a LOT of overtime and forgot to make my payment. When I realized my mistake I immediately called to make the payment. This was at 5am in the morning, turned out that they had cancelled my policy at 12:01am that same morning. My rate jumped by over double due to 5hrs, I excepted my mistake and renewed at the higher rate. They told me that by "company guidelines" after 6 months it could be reviewed and as long as there were no problems it would likely drop back down to the original figure. So six months later I called to renew and they told me that the drop in rate was never the case and that I had to wait one year according to "company guidelines"... fine whatever, I once again excepted it and renewed. Last month I called to explore the drop in rate, 6 calls later here I sit being told that it cannot go any lower due to "company guidelines". So after being with them for several years and having never cost them a single dime (zero tickets zero accidents, zero claims)I have been being punished for a full year by having to pay over twice my prior rate during that time, I am shopping elsewhere!"
2008-06-06 19:32:35 EST
"Watch out for these guys in Central Florida (Lakeland Area). If you are in enough accidents, even the ones that are not your fault count, they will sure enough cancel your policy after they charge you outrageously for 1 or 2 terms (paid 350+ what I was paying before the wrecks). Must be nice."
2008-06-10 17:01:27 EST
"Have been with them for over 10 years..NEVER any problems. Fast, prompt service. I've had two teenagers covered at one time, teenager in an accident. Totally forgiven and rate not raised. Love 'em."
2008-06-10 21:03:33 EST
"We have the gecko..what else do you need...hehe"
2008-06-11 15:33:12 EST
"Geico is the biggest fraud. They spend millions on their stupid ads but God help you when it;s time to put a calim in, Adjusters aare argogant punk kids with no regard to the customer. They have make the claim process a hassle so you will do get a valid calim. They are trained to so this as my frined worked for them I am a loyal customer of over 16 years...they a caliminmg fraud on a legetimate claim. Had to file with MTSater Auditor. Geico is a dishonest and crafty company that is worjt billions..that got that way rippping off the consumer. "
2008-06-14 14:30:05 EST
"All the ads say upto 500 less than others. I could understand that should be less between 0 to 500. But every other company I spoke to gave a better rate than this ghekko. Agreed my credit score is not in the higher 600s but is that a reason to jack up my rate???? What does that have to do with my driving??? And when I got insurance from them, they robbed me in daylight, when I got a better deal and left they constantly send "Baby, Come Back" mails. I don't understand these guys."
2008-06-17 16:29:04 EST
"My car was rear-ended by a GEICO policy holder in Nov 2007. It is now close to 8 months later and I still do not have a settlement from GEICO. They will not repair the vehicle, their offer is barely 1/2 of what the car is worth, they lie, they delay, they are extremely rude, and basically act like a 3yr old crying in a sandbox when you provide data that refutes theirs.
you can be assured that GEICO will never see my business, nor the business of any of my family, in the future. and if any other area of my spending comes down to a choice between a warren buffett company and a non warren buffett company, i am going with the one not associated with him."
2008-06-19 10:12:07 EST
"GEICO is incredible, easy to use, friendly, and quick on reimbursements. "
2008-06-30 10:23:17 EST
"Great over-the phone service provided without delay"
2008-07-02 23:03:19 EST
"I was involved in a wreck with a Geico holder and I tell you what. It is so sad when my insurance company has to call and tell the Geico people the legal way to do their job. It is now going on 4 months since the wreck and they haven't even thought about telling me about what they WANT to pay to fix my car. If I hear the line your adjuster is on vacation, your adjuster is away, your adjuster has been changed to someone else, I am going to have to hire an Lawery to deal with them. Thanks to my insurance company for taking care of Geico's problems, I would not feel safe as a driver on the road if I have Geico backing me. How do they sleep at night?"
2008-07-07 08:10:57 EST
"Son had a accident and thought premium would increase, but to our surprise it went down. Very pleased with Geico's excellent customer service."
2008-07-15 21:25:49 EST
"With Geico you get what you pay for. They are pretty cheap, but their customer service is actually really good. We got in a wreck and they volunteered to get us new carseats and everything."
2008-07-22 16:20:19 EST
"When we had an accident they did not send an agent or investigator to our state to check out the car or the scene of the accident. Some fellow sitting at a computer over 600 miles away did a 'virtual' drive though the intersection and rendered his expert opinion. And that is the tip of the iceberg. Deal with a local agent!"
2008-07-19 13:24:03 EST
"I have had 3 accidents which I was not at fault. Two of them was Mexicans with no insurance. Geico has stood good on my behalf in all 3 cases. "
2008-07-20 22:24:20 EST
"Never had a claim. Otherwise I find their website very useful and rates are competitive for me."
2008-07-24 19:19:12 EST
"I filed 2 claims within 3 months. The customer service was great. They talked me through the whole process and made everything very easy. Neither claim was my fault and my premiums actually decreased after the 2 claims."
2008-07-25 09:22:14 EST
"Been with GEICO since 1992. Had a few claims and they were handled fairly, promptly and professionally. Rates are very competitive and online services are nice. It's quite easy to make changes to your policy. Stay away from their homeowners stuff though. They just sell it so you're not really going to be dealing with GEICO. "
2008-07-31 10:57:47 EST
"U get claim check in two weeks but they are very lazy to get police report and fight for you. They took almost yr and still going."
2008-08-12 12:27:59 EST
"I hate their billing practices. I would like to do direct withdrawal but about once a year they cancel it and it is a hassle to set back up. I don't change banks or my bank account doesn't change so I don't really understand this. I might change because of this. Also, they don't insure new homeowners in Texas. "
2008-08-03 13:47:37 EST
"They handled my claim ok, but I was out of pocket an extra $300 as they had a flat labor rate that was below the standard rate for my geographic area. After I filed the claim, they doubled my insurance rate."
2008-08-09 17:33:54 EST
"I am able to manage all changes, quotes, and updates to my policy online and also set up auto-pay. Saving me from picking up the phone and saving me time is a big plus."
2008-08-17 21:38:50 EST
"Don't "inquire" about anything - they set it up as a claim and use it against you even if you don't follow through with the claim."
2008-08-21 23:53:30 EST
"Don't tell you what's behind their strange extra charges
-notify will cancel for reason that wasn't verified and isn't true
-try to add relatives to policy who are already covered according to policy
Told by one rep "Oh, they don't let us know what the other departments decide: they don't want us to be too sympathtic for the customer!""
2008-08-22 08:02:55 EST
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