It's funny how little I've come to expect from customer service.  Even "little" is an overstatement.  I expect the worst when I call a customer service phone number.  I expect my situation to actually go downhill, to go from having one question to having ten questions, from thinking I'm owed something to actually owing something. 

So it was funny last week when I got a $9 check in the mail as a result of a run-in with customer service.  I got double-charged for parking at the Newark Airport; once on my E-ZPass and once on my credit card.  If it was a $0.35 toll, I would have let it go because it would cost more of my time to fix the problem than the $0.35 refund would have been worth.  But this was $9, and there's some invisible line between $0.35 and $9 after which I'm morally required to take action. 

I called E-ZPass expecting the worst, and I got even worse than the worst.  There isn't even a word for that.  I said, "You charged me twice."  She said, "That's not my problem.  You have to call the Newark Airport."  I said, "It figures.  Can you give me anything, maybe a phone number?"  She said, "There's nothing I can do.  Here's a number."  I angrily hung up and called the number.  I heard that ear-piercing tone that not only says, "The number you have dialed has been disconnected," but also, "Screw you and your previously good hearing ability."  I laughed.  I tried again.  I got the same message.  I hoped that electronic recording could somehow hear how hard I slammed my phone down. 

I searched online for a contact at the Newark Airport parking division.  I found it.  I called it.  It worked.  The woman I talked to was quite possibly the nicest, most accommodating customer service person I've ever encountered.  But remember, this is the airport in Newark, so there are a few cultural peculiarities that need to be kept in mind.  For one, "rudeness" doesn't equate to "meanness".  That's just how they talk.  Second, just because they sound rushed and annoyed doesn't mean they won't help.  I told her my problem and she told me what I needed to do.  She needed printed information, and she said she'd get back to me.  She got back to me and said I'd be receiving a check in the mail.  Four weeks later, I received said check and rejoiced. 

The funny part about this situation is that I've grown so accustomed to talking to unhelpful customer service people that I was completely floored to find one that could actually help me.  And not only was the person helpful, I actually saw the end result:  That $9 check in my mailbox.  Oh, what a day. #business