You also somewhy added additional newline before "I then went over the whole story again with the supervisor, and she confirmed exactly what the first rep had said." sentence.
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<pre> is intended for code, not for ordinary text. It's harder to read big chunks of ordinary text when they have such formatting (font, etc.). Also lists inside blockquote inside pre look quite bad: https://instantview.telegram.org/contest/talkandroid.com/template58/?url=https%3A%2F%2Fwww.talkandroid.com%2F293214-blackberry-priv-marshmallow%2F
You also somewhy added additional newline before "I then went over the whole story again with the supervisor, and she confirmed exactly what the first rep had said." sentence.