Quote:
Originally Posted by FredMitchell
Using "unable" is one example of a classic "hands tied" conflict strategy. It is used to make it useless to argue with the representative. Other variations, "company policy", etc.
So, grammatically, you are correct. Strategically, they know what they are doing.
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How about just being honest? The representative should say, "We can give you a refund, but we won't because we don't want to. We want to keep your money." Personally, I would rather they say that.