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Re: Shame on you VM
As far as I know there is no defined process to cover this particular situation - processes are usually only mapped out for regular queries.
The reason I said it would have been approrpriate to get the customer to write in is that it's likely to be dealt with in a slightly more considered position. To be honest when I was on the phones I would have had difficulty in knowing what to do with a call such as this.
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