So, two weeks ago (Sept 28) at 2:36 AM, something failed on the ISP side of my DSL line. I am not one for long rants about things but this was FAR BEYOND ANY REASONABLE SEMBLANCE OF GOOD SERVICE. We called repeatedly, and got different reps IN THE PHILLIPINES who WERE READING FROM A SCRIPT, AND WITH NO WAY TO GET AHOLD OF SOMEONE FROM THE LOCAL HARDWARE CENTER.
On Saturday (Oct 8), a Free Agent technician was sent out, and was able to determine that the problem was failed ISP-side hardware (after 7 years of uptime), but there was only one person with the keys, and they weren't in on saturdays. I don't even want to go into the details of what we went through last week, I'd pop a blood vessel. And apparently, the problem ticket got closed, TWICE, without a call to the customer (us) to confirm that the problem had (not) been resolved.
Finally, today, they REALLY started getting someone to work on it FOR REALS THIS TIME, and it was fixed within hours, even though they had to mess with what sounds like more than just a little bit of hardware.