Unacceptable service

I am writing to express my disappointment and frustration with the service I received from one of your IT support agents on Wednesday night. During my interaction with Adrian Raaf, I was promised assistance with resolving the issues that I was having with the dropping of the signal. My wife and I work from home and I did tell this to Adrian. He then told me I would need to download WINMTR which I did explain to him I had never been asked to do this before. He told me he would send me a email to download the program. He then told me he would be with me shortly. However, despite assuring me that he would return to the call shortly after gathering the necessary information to assist me, he never returned. I patiently waited on the phone as instructed, giving him the benefit of the doubt for several minutes. However, it became evident that he had no intention of fulfilling his commitment to assist. This experience has left me feeling disregarded as a customer. I have never experienced this kind of customer service from RSA since I have been a client of yours for many years and have spoken to many of your Technical IT support agents and have never received this rudeness and lack of customer service. Adrian lacks in customer service as well as honesty. As a valued customer, I expect a higher standard of service from your company. It is disheartening to encounter such unprofessional behavior, especially from a representative of your organization. I trust that you will take the necessary steps to address this matter internally and ensure that similar incidents do not occur in the future.

Thank you for your attention to this matter. I look forward to your prompt response.