Typical Complaint, with TWIST - (Actually a positive outcome.)
UNKNOWN -- Due to a problem on their behalf RCN cut off my email yesterday morning, and I spent a day and a half on 30 minutes hold --> disconnect, multiple 10-20 minute holds, listening to a recording raving about how great their service is, especially on line, with occasional semi-conversations with virtually incomprehensable, incompetent, rude customer service people, 4 call backs not received, on and on and on. . . to the tune of at least a day and a half of wasted time, only to be told that may be it would be fixed tomorrow, ( after one tomorrow came and went with no resolution)
Finally, I called the Headquarters in Herndon and talked to a lady in their executive escallated resolution team, who had a terrible cold, and was obviously not feeling good while she was listening to someone "straining to be civil" after all I had been trough. She asked if I could give her a few minutes and that she would call me back in 10 to 20 minutes. . . Within about 15 minutes I got a call that said she had sent me an email and asked if I got it, I told her I would check, and found that it was the first email received since they capriciously cut off my service. ( I had sent myself "test" messages 3 or 4 times from another account -- all of which "bounced" as undeliverable within 1-5 seconds.
She obviously got the problem resolved in 10 minutes where everyone else I had been attempting to deal with for 1 1/2 days had been unable to do so.
So the moral of my story is Please for your sake, and sanity if you have a problem you can't get resolved call their headquarters and talk to the executive escallation team and give them a chance, if all of them are like the lady I dealt with, I would bet the can solve your problem without being short, rude, incomprehensable, or wasteing your time.
It was GREAT to deal with a competent, pleasant person for a change!!!!!