I just got off the phone with this particular operator and it has prompted me to write this quick article since I was just so floored by how much this operator went out of their way for a stranger wanting broadband in their home. 

As you all may have known, I've been trying to get broadband for our crazy 5-6 computer network at our new home.  It is the operating center for my business and for those who need their paper written or access to their secondary contact point.  For the couple of years I've had broadband, it has become detrimental to everyone at home.

Anyway, this company will remain anonymous since it was one of the most nightmarish scenarios I wouldn't wish upon any broadband user.  The company had online service to check for status of my broadband connection (which I ordered weeks ago).  To my surprise, my order didn't show up on their online database.  This then resulted in using their email service which was sent two weeks ago.  There wasn't even an automatic email confirmation of my online submission (which is usually the norm for most online services).  I then resorted to direct calls.  After five different calls on five different days, each of the operators have told me that I do not have an order on their system, but more alarmingly, they have told me that I don't even exist as a customer in their system and I already received the boardband equipment!  Even my name was not showing up in their system.  They even preceeded to tell me they couldn't do anything for me or event transfer me to another department.  It got to the point where I have even called sales department to tell me that there was already an order placed under my telephone number but they cannot tell me who placed the order.

That all changed when I called today.  An operator by the name of Gwen thoroughly searched through her system to find my profile and my account.  This suprised me but she mentioned that other operators need to take the extra step to find their customer's inquiries.  During this time, she created a conference call to a particular department that would help my problem directly, unfortunately we were repeatedly transferred to the wrong people many times over, she would ask for the location and try to resolve the situation through each of these operators.  She basically transferred through several US states for almost 20-30 minutes looking for the right department.  Fortunately, she stuck with her customer throughout the whole time.  Before arriving to the correct department, we were put on hold for the longest time.  She asked for my work number and offered to let me hang up whenever I would be tired or need to work on something else so that she can call me back when she actually gets through to this be-all-end-all department.  I thank her for her gesture but I decided to stay on the line, she then preceeded to mention how the quality of how a single customer is helped goes a long way to help build any company's reputation.  This is definitely true for me.  We conversated about how some companies take their large base of customers for granted.  Anyhow, when we finally did get through, everything was fixed.  I have never had this kind of experience with any operator or technical support.  Even though these people are outnumbered 99 to 1, there are a few out there who enjoy what they do and make the world a little easier to tolerate, but more importantly...they leave me with a thought that there are still kind people out there....just simply trying to help others.  Thanks operator.  I truly appreciated your help.