Imagine this: You’re at home, facing a pressing work deadline and suddenly the Wi-Fi connection disappears. You’ve troubleshooted with every trick you can think of, but still no luck. You’re starting to get desperate. In fact, you’re so desperate that you’ve reached your last resort: calling into a service representative. Your work now hinges on a dangerous game ‘customer service roulette,’ where you never quite know what kind of service you’re going to get or if the person on the other end of....

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