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On the one hand, I have to agree with you, HP. They haven't demonstrated that they understand in the least why you were angry.
On the other hand, how far do you want to take this. If you go back to Ms. Phillips and still don't get the apology you deserve, are you going to stop patronage?
At this point, maybe you'd do better to call the regional office and ask for Ms. Phillips? At least you'd know whether you're being blown off.
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