EXACTLY....RIGHT ON THE MONEY. I HAVE BEEN A CUSTOMER SERVICE MNG FOR 28 YEARS AND HAVE NEVER EVER, HEARD OF A COMPANY EXCEPT FOR T.R.U. THAT DO NOT EMPOWER THEIR MANANGERS. IT IS JUST AWEFUL. THEY WOULD RATHER LOOSE SALES. THEIR WEB SITE SAYS "We value your business!" HA....NO THEY DON'T