I don't think it's the "One shot glitch" that's so worrisome. It's the fact that CO employees have no authority to over-ride such a mistake. They are made ineffective by asinine rules and micro-management, at the expense of customer-friendly common sense.

Whatever happened to Gordo's campaign to empower the frontline employees when he first came on board? The customer-friendly-staff-empowerment mode of management certainly worked to turn CO around at that time.