But Sometimes They Are...

DVDPlay Rep: Thank you for calling DVDPlay. How can I help you?

Me: We rented a movie from you and it was too badly scratched to watch. I emailed and was told I would be contacted within 24 hours. I wasn't certain what you would want me to do with the movie so I held on to it until I got a response. In the response it says that I will be charged any late fees for not returning the movie on time. It took you 2 days to contact me and I just want to be certain I am not being charged a fee.

Rep: I see we contacted you this afternoon. The movie isn't due until 7:00pm.

Me: 7:00pm yesterday. I could have returned it on time if you had contacted me within the 24 hour time period, but you didn't. I'm not paying for a movie we couldn't watch.

Rep: Didn't you have a phone you could call us on?

Me: There was a hold of 11 people and your automated system referred me to the website. Again, had your website told me to go ahead and return the movie I would have, but it didn't. I will return it this afternoon, but I'm not paying any late fees.

Rep: Well, I will give you a one time exception on your late fees, but be aware that this is the only time I will be able to do this.

Me: This is not an exception. If you had emailed me within your 24 hours like you said you would we wouldn't be having this conversation.

Rep: Well, I can only make an exception this one time.

Me: Well, now that I know that I should just return the broken DVD after I contact you I won't need you to do this again. However it shocks me that people actually pay you to be this ANNOYING!