All of this transpired IMO because of Corporate Procedures. ( Think ISO 9001) The bean counters have taken over corperate America to the point where they've lost all sight of why they are in business. (the customer) I used to be able to go into Denny's and order biscuits instead of pancakes with one of those combo meals they advertise. Not anymore. " you take it the way we give it to you " exact quote from the waitress, then the manager. So, now I go to a little place run by a retired San Diego County Sheriif's Deputy and his family. The food's good, the service is good, I get to order what I want and the price is fair. Now if one of those cops would just give me a " get out of jail free card" I'd be all set.
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Hey, I've got a BITCH to add to this thread. Can we stop calling accountants "Bean Counters," and can we stop blaming "Bean Counters" for everything that is wrong with society today!!

I have been doing this a long time, and never once have I heard an accountant put forth the idea of making our products cheaper, less reliable, poorer quality, or in any other way cut corners to save a buck. I have never heard an accountant suggest that we might increase our profits by providing bad customer service. My experience has always been around finding ways to be better at what we do. Sales and profits only go up when we are better than our competition, and provide the best customer service in our industry. Those "other" ideas generally come from the "executive branch." Those people who only answer to/listen to shareholders, and have no contact with employees or customers. And, by the way, are compensated through stock options.
Okay, now that that is off my chest, back to Ken's day at the Home Depot. The first thought that ran through my mind was the old saying "no good deed goes unpunished." I think it is hilarious that in the end it probably cost HD more money in lost productivity, than what they lost by not ringing up the product in the first place.
Later,
Ghost Rider, CPA