Our house in Ohio is in the country. We have critters, lots of em, bugs too. They get everywhere. Including inside telephone boxes, and control panels, and switching stations. We also have farmers. Lots of them. They plow their fields, and sow things, and everything else as well. They happen to drive past all these same telephone boxes, control panels, and switching stations.

Embarq telephone, now switching its name yet again to Century Link? Needs to come out and fix my DSL probably once every 2 months. How come I cant get a recurring repair? They can look at their history, and see I reliably call them that often, lets just have a standing repair order, every 1st Monday of the month Joe Schmoe needs to stop out, clean things up in the box, put down some fresh mouse traps, and ensure there is no buzzing on my line.

Okay maybe that is unrealistic, I mean they are your lines, and I guess as a consumer, it is my responsibility to call in and tell you they are in need of servicing right? You cant really do it yourself.

So when I call, instead of hearing the words that I say: "I need a repair person to come out and fix my voice and internet, yet again, please schedule a ticket" Why not play the transfer game, waste 45 minutes of time of your reps and me getting to state my name, phone number, and address 4 times. Which means by the time I get to the actual person I need I'm frustrated!

It is just bad business too, now you have a frustrated customer, who always has to call and waste their time. You get to waste 45 minutes of your 800 number cost, lets say $4.50, pay 3-4 people on a Sunday, $15 bucks, have the guy come out and repair it, $100 bucks? So your total is say $120, which is more than my monthly bill. And I call every two months. So you are probably barely breaking even with my house, and I dont like you and would switch if there was an alternative.

How could you improve this business model?