Comment by scottlamb

I hear you...to an extent. I just got off the phone with Comcast Business Class, asking for a refund after I had 26 hours of downtime in the past week. Not a company with a great reputation for customer service, and the agent I spoke with was probably not exactly earning a six-figure salary. He was empathetic. The outcome was unsatisfactory [1], but he was polite, he said he understood how important availability is my business, he put me on hold for a while, said he tried for more with his manager, and I believed him. That's all it takes, not like a master study in empathizing with your bitter enemy and de-escalating conflict. I'm mad at Comcast, but I'm not mad at him.

[1] A discount that was less than the delta between consumer-class and business-class prices, when the latter doesn't seem to actually be providing better availability lately.