I love you, Tonya

Yes, Tonya. At this moment, I love her very, very much. You are probably asking who this person is and why I love her. Well, Tonya was my customer service rep for Time Warner Cable. See, on Thursday, I ordered the ESPNHD package for college football season. When you have a decent TV, it should be put to use this time of year. Sunday's are for yard work and house chores. Saturday's are for beer and college football. Well, I ordered the package at work and was instructed to check it out when I got home that evening but everything should be good. With the use of computers they can adjust your service now with just a few key strokes, or so I thought. Well, with previous committments on Thursday I didn't get to check on the service but did last night. I found quickly that I did not have my HD ESPN, or the Deuce. After searching around, I did find that I had some kind of Major League Baseball package with a bunch of games. Nice consolation prize I guess but not what I wanted. Now keep in mind, I was on the phone 15-20 minutes just to say "Hey, upgrade my HD package to include ESPNHD, thanks." So last night I get on the phone and get what I assume to be a trainee. I was on hold for nearly 15 minutes before I got a voice then was on with her for an additional 30 minutes. I reset the box, checked the channels, etc. I was put on hold for a few minutes. Supervisors were supposedly being used, I don't know. Then I went on hold and got the same intiall music I get when you first dial into the system. It was time to head out and I punted. Total time on the phone, 1hr and 10min. Read here to see other great communications companies and their service. Got home last night with fingers crossed, no dice. Well, I jumped on after Gameday this morning and thought i was going to get more of the same. On hold for a customer service rep for about 10 minutes, then I got Tonya. Told her the issue, what I think had happened with the MLB package and that I was a TWC customer because of the local Adelphia service buyout about a year ago. Within five minutes, I was looking at the clean, crisp, clear HD ball game while the MLB package was being cancelled. I was elated and Tonya could tell as she got a chuckle out of my candidness. I'm glad there are a few diamonds in the rough, that actually know their jobs, in the customer service world.