@barryl

@barryl By the way, the individiual cusstomer service representatives are not who's dropping your calls. (I managed a customer Trouble Center for a t elco a zillion years ago) Top management decides how many humans they are willing to place in the Trouble Center, based on how much any increased cost will affect their bonuses. It is most likely that there is somes software programmed to drop a call if you've been on hold for 30 minutes (and if it's e xactly 30 minutes EVERY time you call, it's probablynot a human droppiny you, so I s hould have said that "the executives who decided to program their incoming calls to the customer service to drop after 30 minutes are the ones who should step in dog poopoo in their best shoes on their way to interview for their dream job." I'm goint to make some suggetions abour that in a sseparate post. I recently stayed in a nice hotel that has tried to conform to the Americans with Disabilities Act, but they havent done it on a "Boots on the ground" sort of way, so they miss the target sso tune in again to the same station for a post on how to address problems with customer service. A general, overall direction is "Start at the top - w ith the highest level executive whose name you can find" because, as much as your distress is justified, you need to take it to the folks who are usually causing the problem and are the only ones who can really fix the problem. My motto: Go BIG or GO HOME!