Unpredictable. Unfocused. Just like life.

I never hesitate to complain the poor customer service I get from Rogers, my cell phone provider. So it is only fair that I comment on an example of excellent customer service on their part.

Last month I signed my son up online for a $10 text messaging plan. He sends about 2000 messages per month. When I got my bill I noticed that he was not on a plan, and he had a bill of $118 for text messages.

I called Rogers and got to a customer service representative. I explained the situation and he immediately offered to credit my account for $118. I said that he should go ahead and charge me the $10 I would have paid for the plan, and he thanked me for my honesty.

I only had to spend about five minutes on the phone and would up completely satisfied with a very reasonable solution. The representative asked me if he had resolved the call to my satisfaction, and I said that this had been my most pleasant conversation with Rogers ever.

One simple exchange like this goes a long way toward redeeming my impression of the company.