Chip,

Thanks, insightful article.

Firstly, we mustn't forget that Mr 'Rules 'R Us' is not the source of the problems you had getting your replacement mattress.  He is doing what he is told to do to keep his job.  He might well be cringing inside as he tells you the 'Rules'.  He might not be of course, but often I find that these days it is the salesman who suffers at the hands of the customer and not the people who can do something.  Of course he could put his head above the parapet every time he makes a sale and make himself unpopular with his bosses, but for many that is easier said that done.

Secondly, and this leads on from my first point and refers to Page's comment.   Maybe we should put your first pint "What is the right thing to do here?" after the other two points.  That is treat others, speak to others, do business with others, as you would want to be done to yourself!

Peter