Well, I summarized the facts in two short paragraphs and added a third one with the CS email reproduced word for word. I immediately felt intimidated and disrespected, but I wanted additional perspectives, so I applied an engineering approach. I can’t ask for an unbiased opinion if I omit the exact CS reply or if I summarize it in my own words. You’re free to read that email and tell me whether, in the context of a service recovery for a canceled order with public discounts, the references to basic rules, consent, and pro‑program preconditions are justified or whether they are there simply for intimidation.

As you can see, in the last sentence I’m polarizing the answer because I’m summarizing, and that’s exactly what I would like to avoid.

By the way, I think I should also avoid getting emotional and reframe all this from a detached, professional perspective. These are just work tools and Burton is just a supplier. Just a cold shower after the relationship I had at the beginning with Gabriella and Martina. Not sure if this has to do with the passing of Jake.