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That doesn't sound snippy and hateful at all to me. But I've talked to them on the phone before so maybe that's why I am reading this differently. You know the tone of voice makes a huge difference in how this message would be perceived.
When I talked to them they have been so super nice and forthcoming and friendly that I took that message to be an inventive and 'trying to be humorous' way of telling her her options.
That's so true, Karin! One problem with reading something is that it's not the same as speaking to someone and hearing his or her voice. With a voice, you could tell if a message was being delivered with humor or sarcasm. We so often hear of people who get upset after receiving an email that didn't come across the way that the author had intended.
Suzy