Every time I listen to Louis Rossmann, I realize we live in a world where not only do people not own most of the stuff that they use, they're HAPPY that they don't own most of the stuff that they use. Louis' latest video is about someone who got their car stolen in their driveway, with their kid still in the car, and when the cops called Volkswagen to see if they could locate the car, they said no because the person who got their car stolen had been a few days late on that subscription for the month, which while I get if the person herself had been late on the payments had asked that would be understandable, but it's the fucking cops trying to get the woman's car back with her kid in it.
Louis linked the article in the description of the video and apparently the thieves dropped the kid off somewhere and then just took the car, but regardless, I don't think if the police call a car manufacturer, they should make the person who owns the car pay up first, there should be an emergency exception, but they're probably trained (poorly, considering most customer service reps that aren't in banks/credit card institutions are shit), to strictly follow their script no matter what, which is pretty bad itself, but goodness is the world messed up.
I think its in a tango with the "customer is always right" idea that is making any action that isn't strictly adherent to policy (aka, you can't be punished for) a risky move.
Because even if you want to do the "right thing" and try to be good at your job, eventually a spoiled brat of a person will bring the entire weight of your company down on you with a minor complaint and you realize how none of that amounted to anything when the chips were down.