I needed three calls to fix a problem with a Virgin Mobile broadband device. The first time I was told it could be fixed remotely and that I didn't need to leave contact information. Second time I was told it couldn't be fixed because they had no contact information.
After incorrectly saying it was a network problem, the third agent said he couldn't do anything more for me. I asked for his manager and calmly explained what I wanted. The manager came up with an innovative solution. During this entire set of calls, I kept track of who I spoke to and what they promised, asked for ticket and case numbers, and stayed factual.
