Here's something strange that happened to me recently:
I call to one of the frontline people, explain the problems, tell them that a technician already visited me came and checked that it wasn't a physical problem, etc. Then see says that they are going to send another technician.
Then, 5 minutes later, someone that isn't a FSM calls me and talks to me and realizes that I'm not the average non-geek customer, oh he also uses a mac too. That makes me very hopeful. Then he says he is going to call me from the datacenter so we can run some tests, because there might even be a dirty optical fiber. He also cancels the technician visit because we two agree that the problem isn't in my house! At this point I'm very confident that this guy will solve my problem.
Except he never called, I don't know his name and there is no protocol number (because he just called me directly).
I call to one of the frontline people, explain the problems, tell them that a technician already visited me came and checked that it wasn't a physical problem, etc. Then see says that they are going to send another technician.
Then, 5 minutes later, someone that isn't a FSM calls me and talks to me and realizes that I'm not the average non-geek customer, oh he also uses a mac too. That makes me very hopeful. Then he says he is going to call me from the datacenter so we can run some tests, because there might even be a dirty optical fiber. He also cancels the technician visit because we two agree that the problem isn't in my house! At this point I'm very confident that this guy will solve my problem.
Except he never called, I don't know his name and there is no protocol number (because he just called me directly).