Uni, I agree. I have seen very few posts where someone stated that a rep was rude or arrogant towards them, and that was the viewpoint of the person posting. Calls are monitored, and if a rep is rude or arrogant to a customer, that rep tends not to remain an employee very long. I have talked to a number of reps since I have had the service. None have every been rude or arrogant to me, in fact, they have all been super polite. Some were a bit clueless in resolving the issue that I was calling about, but they have all been very polite and never rude or arrogant.