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Here's the emailer's original blog post that includes the audio from the Executive Response Team member's message:

http://attepicfail.tumblr.com/

You'll also find a link to Stephenson's contact info at the bottom (just in case you're inclined to drop him a line)!

So a paying customer trying to get in contact is "bothering the CEO" - what a truly awful bit of customer service.

I like how they both thank him and threaten him in the same breath. It seems like they put about as much thought into their customer service calls as they've put into their network bandwidth capacity and service plan changes.

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