Sound Business Practices (cont'd.)

Guess how much fun I’m having canceling my Earthlink account. Go on, guess.

At 1:30 PM: "Unfortunately, we can't access any of your account information right now to cancel it. We're doing some system upgrades. Try calling back in two to four hours."

At 3:30 PM: "We're doing system upgrades right now, so we can't access your account information. Try calling back in four or five hours. I'd give it five, to be safe."