It does not mean that exec. doesn't have the power to do it, it's just that that's not what they're there for.
If Sprint was actually consistent with this, it would be a smart move IMHO. People wouldn't keep calling exec. svcs. if they didn't get anything they asked for every time they called. Even retention should have guidelines.
Disclaimer: I'm talking strictly from a business perspective. As a customer, so long as they are afloat, I hope I can get the best bang for my buck due to their mismanaged policies (or total lack thereof).
