This is a great article and we completely agree with everything it says.  In actuality, this is exactly the philosophy we try to follow.  However, it looks like we dropped the ball in this case and we are truly sorry about that.  We are making sure that we retrain all agents/techs as necessary to ensure that no one else has a similar experience.  I would be more than happy to speak with anyone regarding this article and what we are doing to improve our service.
We are truly sad to see you go Deborah and it was a pleasure speaking with you the other day and this morning.  Please don't hesitate to let me know if you need anything at all.

Andrew Won
VP of Customer Service
(mt) Media Temple, Inc.