No problem with sticking to the rules - I agree with this. I'm sure the staff are in fear of the unpredictable irrationality of their unsupportive management - that's my experience of Taiwanese labour relations. Customer facing staff can be held accountable for all kinds of things they shouldn't be responsible for - and acting in good faith isn't much of a defence. The formula will involve hitting their annual bonus at any opportunity.

The downside is that the fear can paralyse them - they are all to ready to say "no" to something you're entitled to if it seems "odd" or they are unsure. They feel its safer to refuse a customer than face an unsympathetic boss if they did something they shouldn't. Of course the situation can be even worse if you're in a grey "discretionary" area.

I've never asked/demanded anything I'm not entitled to according to their own rules - but have met with a flat "no" on quite a few occasions. Its very difficult to argue the logic, you just have to escalate it. Sometimes they even agree with you, but won't do it unless someone else has OK'd it - so they won't have to be responsible. At one time, the London office were referring practically every non-simple return reward request to HQ to keep themselves "covered". The time difference meant a ticket couldn't be issued until the next day.