Thanks ezmonee... your input and information is always appreciated. I will definitely be mailing a letter about the terrific line manager at MCI then.

Question: With standing orders from corporate about NOT upgrading CHM into any X vehicle, would writing a letter about an employee who did just that get them in trouble instead?

As for the other evil manager... well, he definitely knew he was talking to a CHM, which made it more disappointing. Based on your explanation, his behavior rose up to the level of a phone call and definitely didn't warrant a letter, but it's good to know that such a letter would be treated seriously. I don't even know what would cause me to write a letter though, short of being run over by a car or something.

I do understand how the influx of CHMs have lead to unreasonable customer behavior (much like those stories we hear of airline elites), and it ruins it for the rest of us. But at the same time, there should be a minimum standard for EVERYONE, and the manager in my letter didn't even meet that.