Some underpaid call centre worker who gets chewed out by their boss for taking 30 seconds too long to solve a problem, or gets written up because they don't make enough profit in a week is why this happened.

We don't empower staff let alone mangers to do their jobs any more, we tell them follow the rules and don't fuck up.

The rule is probably there but it happens so little that no one remembers it.

This is why nothing much is really progressing these days.. comapines are nothing but rules and protocols these days.