Monsoons proof customer service in the broadband age

Problem is can you manitain that level if your rate of failures gets bigger and you need to deal with say 100 cases like this each month?

I can't see this being sustainable in services like Paypal or Amazon who I imagine deal with thousands of differents issues everyday.

But anyway I whish it was always like it's been reflected in this story, we'd be at least conforted that someone cares about our problem.