It’s amazing what a power outage can do. I can handle being without the internet. Fixing it just the same was a pain.

Four transfers, three days of trying, two hours + on hold (with the actually connected call lasting 2 hours), for one ‘defected modem.’

I have patience, really I do. However I will only stay on hold for so long before hanging up and trying again – did solve quite a few kakuro puzzles in that time.

The first operator had me repeat steps I had done for the past two days, then transferred me back to where I was before – on hold – for tech support.

The second operator gave me advice in two different languages (thankfully I could comprehend the remarks in the second language without saying anything) – only for me to have to argue the price given, a price I’d later learn wasn’t even close to what he had said in the first place.

The third operator had the same name as the second operator and I feared the worse before being transferred to the fourth operator,  who said the same thing as the third operator – ‘you’ve a defected modem.’ The suggested result was ‘there was nothing that could be done at all, but transfer me to a different level/tier of support…

After hours of listening to Muzak-renditions of holiday songs buried by obnoxious promos for cable shows I’ll never watch, or pay-per-views I’d never pay for, I was finally connected to someone who could help me get to a solution.

Thank you, Shane!

It’s amazing what happens when there is someone on the other end of the telephone line who wants to solve the problem in an efficient, simple way to alleviate any other pending headaches on behalf of the customer. Not only did Shane provide a means to helping me with the internet, he remarked that the charges mentioned would not exist, had no business to exist and that ideally this problem should not happen again.

He then thanked me for staying with (the company). The only reason I’m staying with (the company) is because it was a better alternative to the one I had just left. If there was a third option available, would I take it? After three days, two+ hours and one ringing headache, I’d be tempted to.

Amazing what the customer service of one can do.