It's been my experience that while certain people ...

It's been my experience that while certain people at Right Networks know the "right thing" to do that it is in both their and their customers best long term interest, only a very few people there are empowered to actually do something. Their support team appears to work from a "script" and any deviation from that script results what becomes - at times - a confrontation to get the results that serve not the customer, but Right Networks long term interest.

Companies like Right Networks would be well-served to make sure their front line support staff are aware of the cost of acquiring new customers vs. keeping their loyal, long-term customers happy. In virtually all cases, it's less expensive to keep an existing customer happy than it is to spend to try and acquire one to replace them.