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I waited on the phone for AT&T regularly for a minimum of 30 min and once it was for 82 minutes. That was uncalled for. That's why we no longer use AT&T for ANYTHING. If we lived in an area that had AT&T for the local telephone service you can bet we'd be getting a cell phone from ANY other company. I have yet to find a helpful call center personel working for AT&T.
On the other hand we recently worked with Ameriquest to refinance. The service was exceptional. I told the manager over our representative how pleased we were and also passed on the positive response we got from our homeowners insurance representative from when he dealt with them as well.
I have heard that a negative experience will be related to 7 other people while a positive experience with a company will only be related to about 2-3 people. I try to balance that out by making recommendations for companies who DO help the customer well. Even if they aren't ABLE to help - if they will at least explain their reasons for being unable to help or direct me to someone who COULD help me then I an satisfied and will tell others of the positive experience.
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"Always learn the rules so that you can break them properly." Dalai Lama
My Karma just ran over your Dogma. 
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