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“Good morning. Thank you for calling customer service. My name is Andy, how can I help you?”

As soon as I heard his voice, I thought he sounded like an Anand.

“Yes, I had bought this monitor from you guys about a month ago and I’m not too happy with the screen resolution. I would like to return it.”

“Can I please have your name sir”, he said. “Karm Khanna”, I replied. “Do you also have an order confirmation sir?” he inquired. “Yes, it is 399442227”, I confirmed.

There is a moment’s pause and I can hear the clicking of keys on his keyboard as he pulls up my information. “Mmmm…”, he says hesitantly, “Sir, I see that you purchased this from us 31 days ago on December 23rd.” Again, there is a pause. Anirudh (I was close), as he was called all his life until about a month ago, was in a fix. He was staring at a printed laminated piece of paper referred to as the “script”. There is one in each of the 200 cubicles around him. He quickly scans through the summarized paragraph under the “Return Policy” section. It unequivocally states, “All returns must be made within 30 days from the date of purchase.” He has been instructed not to stray from the script.