In which, we are reminded that service personnel are human beings, too.
We're moving across the street to a top level apartment with an open patio (for my plants). I got on chat tonight to switch over our internet service. Turned out that we'll need to wait for the new modem kit and get charged the extra ten bucks for it. I grouched a bit and the poor service guy was quick to cite policy and his inability to waive the fee. Being rather experienced at chatting and text posts and how difficult it can be to convey emotion, I interrupted him to offer reassurance and understanding. It wasn't his fault and I wasn't angry.
So what does that goober do? He set us up for another six months at the bargain rate, the following six at a partial rate, making it a year before we need to pay the full rate. Even though we're supposed to start paying the regular rate next month. :P I neither asked for nor expected the gesture, so that was pretty cool.