Residential Billing Department

November 1st, 2000 

Dear Mr. Gagne: 

Thank you for your letter dated October 17th, and please accept my apologies for the delay in responding to you. It took a bit for it to wend it's [sic] way to me. It had ended up in the hands of our Commercial Accounts Receivables department. They dutifully applied the credits to your account back on the 23rd of October. It was just last week that I spied your letter, and attached article, waiting for a response. Out of curiosity I read the article during my lunch, and found myself laughing. Thank you. I enjoyed the article. I then discovered that you are in my realm being a residential customer. 

Your article points out one of our great challenges. You were able to take the difficulties of a DSL installation in stride with humor and understanding. I'd bet that has to do with your level of understanding of computer technology. When these same difficulties are faced by the consumer who is not as well informed the frustration levels can become meteoric. Educating people on what to expect, how DSL technology works, and the process involved in getting DSL installed are [sic] formidable. Your article, I feel, assists greatly in getting the word out. 

[further details regarding account credits] 

Let us know if we can be of further assistance to you, and keep up the good work. It's enjoyed and appreciated. 

Manager, Residential Billing

This article is copyright (c) 2000, 2007 by Ken Gagne. All rights reserved. Not to be distributed without permission.

Original publication: Gamebits, 01-Nov-00