“I’m trying to understand this; how does apologizing in advance excuse rude, obnoxious behavior? “
You seriously misunderstood my point. I am NOT rude or obnoxious to the person. I am letting the service rep know in advance that he or she has a very upset person on the phone and that any upset that they potentially might hear in my voice is not directed at them, but at the situation. I let them know that I don’t meant to yell, though I neve have, but that I have a legitimate complaint. Usually they are really helpful to me, especially as I have acknowledged that I know they are not responsible.