On 7/11/07, Guy Chapman aka JzG guy.chapman@spamcop.net wrote:
No, I am saying that either one accepts that there is a risk that some complaints may result in litigation if not taken seriously, or one does not. If one does accept the possibility, then the judgemental has to be that of the person who handles the ticket, and if they make a mistake then we have to handle it tactfully and pleasantly as a learning experience.
Only if you can show it was thier personal judgement rather than structal issues that caused the proble,
You or I would undoubtedly have rejected this particular complaint as baseless straight away,
Eh not exactly I'd have to reread the relivant areas of trademark law first then send a reply asking for clarification.
but we have to accept that humans answer the queues and humans will sometimes make mistakes; where we err it is undoubtedly better we err on the side of safety.
Deletion is now considered safety?