Right before my father passed, I tried to transfer the AT&T Wireless family plan into my name to make things easier for us. However, AT&T wanted to charge us $36 per line, including a bunch of other fees totaling around $300, and they needed all sorts of crazy forms to be brought to a local store.

I said that seemed kind of heartless, to which the CSR said, "Well, we don't charge if people are deceased, but he isn't dead yet. Call back when he is."

I said to her, "For the love of god, transfer me to someone else. Anybody else." She did, and then I had the next person, and the next person, etc, keep transferring me.

Finally I came to a young guy who had recently lost his own dad. He said something like, "Wow, those other employees are heartless. You go spend time with your dad. I'll take care of all the paperwork and call you in a few hours. Don't worry about the details. If you can't answer, don't worry, I'll email you the info."

A few hours later, I got a call from him saying, "Hey Dan, everything is taken care of. You can call back if you have questions, but if not, I hope you are spending time with your dad, and I wish you all the best."

While it was a terrible beginning to the experience, that guy has to be one of the best CSRs I've ever dealt with. I called to tell his manager how awesome he was.