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To Call, or Not to Call, That Is the Question

Perception vs. Reality:

As the Director of Client Operations, I know this is probably the wrong thing to say, but I HATE CALLING SUPPORT!  When my internet is having an issue, I will usually spend at least an hour trying to fix the problem myself before I pick up the phone and call the provider.  I have this perception that I am going to be on hold forever, the person who answers will probably not know how to fix my problem, and in the end I will just be frustrated.  In reality, most of the time when I do call, I get my issue resolved much faster than I thought.