I work for a major cell phone company as a customer service rep and I agree that the service is beyond belief at times and you are correct in the idea that the CEO's need to come out of their Ivory Towers. Fortunately the call center I work in has an exceptionally great Call Center Director and he does come down to our level. He does not have a special parking place, I've seen him on the floor many times stop to assist a csr and his door is open to anyone anytime. It's to bad that there are not more like him.

Interesting you would cover this right now Clark! Literally last week, I received the letter from Sprint, "Satisfying" my account contract, which apparently wasn't due up until a year from now. After spending 7 hours to have my account credited what I thought was about $225 (but as consumers, they won't let us know all the nicky-nacky little charges and what they're for, so we can never actually know what our bills SHOULD be), Sprint representatives told me they would be crediting me nearly $400! Oh! But wait - then they cut me off for non payment of the balance they said they'd credit! And, of course, charge me all the fees accordingly for disconnect and reconnect. I chronicled all of the woes, sent a letter to my State's AG. This after NO ONE would address the situation. It was one week to the day I mailed the letter to the AG, a Sprint representative calls me. She had the gall to remand me for not fully understanding the credits THEY SAID THEY'D ISSUE! On my last phone call with her, I decided to record the episode on my laptops webcam. I advised her that I was going to do so (all I needed to do by my state law) and she refused to be recorded! So I turned off the webcam...or at least I thought I did;) They did come through with my request to release me from my contract without termination fees of $200 per phone (family plan: $600!), but never mentioned anything about the money they still owe me! oh well! At least I'm no happily with another carrier. I had every intention to post the recording on YouTube if they failed to come through. And I'm going to keep that recording and letter until the day I die. Having technology only keeps them as honest as they're supposed to be in the first place. If I treated my customers like that, I'd be gone in a heartbeat!