Scenario : Glenn and iSolve Internet Co.
Glenn has used the same internet service provider for the past few years to give him access to the internet from his home office. He reads a brochure describing the services of iSolve Internet, a new internet services provider that provides unlimited internet access for a very competitive monthly rate. Glenn decides to switch to iSolve Internet. He realizes ABC provides all customer services by telephone or on the internet.
After using the services of iSolve Internet for five months, Glenn notices service delivery problems such as frequent dropouts and slow connection times. After waiting several days to see if things improve, Glenn rings iSolve Internet on their advertised toll-free number for existing customers. After waiting five minutes a customer service agent advised Glenn of some changes he should make to the configuration of his computer and advises Glenn that if he has any more problems iSolve Internet will need to refer him to their technical section.