Reply #34: generally you get one waive every 12 months. no questions asked. [View All]

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it doesn't hurt to have a story, but generally they consider it not worth fighting for if a customer considers it worth fighting for.

however, you SECOND time in 12 months, forget about it. now they have two stories to contest, so they are far less forgiving.

if you think of it from a business point of view, it makes sense. justice and listening to stories on a case-by-case basis is time-consuming and expensive and pointless. if you assume the customer with one offense is innocent and the customer with two offenses is guilty, you're probably right much of the time, and it just doesn't pay to try to get it any more right than that.

especially if you've got a bunch of idiots from bangalore trying to figure this all out.