if so i have a question for ya...

we deal with several customers that need an upgrade approved early for whatever reasons. so we contact our agent manager and basically relay the story and if he approves it he notes the account "per protocol escalation"

we call into C&A to do the upgrade and they say "no we can't do it no matter what the acct notes say. if the button says 'no' then we can't do it"

what truth is there to this?