U-Haul Moving & Storage

Okay folks, I’ll be honest. Right from the beginning. Right off the bat. I can be a customer service fiasco.
So. U-​Haul:
Frontline worker at local office: «Hello U-​Haul»
«Yes, I need a quote for a 14′ truck»
«Can I get your name?»
«No, but thanks for asking, I just need a quote»
«Uh, I’ll have to get your name to do that.»
«Really? I just need a quote — 14′ truck for a one day, in-​town move»
«Sorry, it’s company policy that I get your name»
«Mhm. Can I speak to your Manager?»
Manager: «Can I help you?»
Me: «Yes, I need a quote but don’t think you need my name to do that»
«Actually, we need your name so we can provide you with optimal customer service and price – we get your location, distance, name, etc»
«Uh, those other things help you determine a rate … does my name help you determine the rate? Are you practicing price descrimination based on my name?»
«No! Your name has nothing to do with the quote!»
Me: «Exactly! so can you give me a quote?»
«No, not without your name. Listen, when you think of optimal customer service, what do you think of»
Me: «I think of being addressed on a first name basis! You guys are doing the right thing, but I shouldn’t have to cooperate to get a quote!»
«Well, this is company-​wide policy, so call 1800-​go-​uhaul and see what happens.»
Me: «Great idea! Thanks!»
1800-​GO-​UHAUL: «Hello, U-​Haul»
Me: «Yes, I need a quote for a 14′ truck»
«Can I get your name?»
«No, but thanks for asking, I just need a quote»
«No problem …»
And I get the quote.
And then I call back the manager at this local office:
Me: «You’re right, U-​Haul has great customer service!»
You can think about this as a kind of parable or fable where you get to think about what all this means. Why not break rules about customer service in the interest of customer service?
Anyway, U-​Haul corporate 1, U-​Haul at 519 South Eddy Street 0.