I've been with the same mobile carrier for 10 years. I almost left two years ago over a billing issue, but a special customer-service SWAT team swooped in and took things over. Since then, my family has enjoyed the benefits of a dedicated customer-service rep. This is the real deal, as I know my rep's full name, personal email address and mobile phone number. Unfortunately, this is not the norm, not even with my own mobile carrier.