Maybe, but having seen the other side also, it is pretty amazing how determined customers get to maintain or get a new discount. A false sense of entitlement that results in logic and rationality going right out the window. They demand to speak to manager and ultimately the CEO getting uglier and uglier each step of the way. Anyone who demands to speak to the CEO of a Fortune 500 company is a red flag. Clearly they are not rational.
I am amazed at some of the things people say to customer support reps. Should the customer support rep be professional? Sure, though sometimes it simply is not possible, they are human after all and at some point the verbal abuse crosses the line. One can be incredible rude without uttering a single profane word. The irony is that the meager discount being contested is often not relevant, it is not about the money, it is all about the caller.
Having said that management does change the rules. Promotions end, areas that were deemed as “competitive” with discounts, no longer are, new ones pop up.
The smart ones are the people that call in and are as nice as can be, they are much more likely to succeed.