The customer service experience has recently dropped

The customer service experience has recently dropped. The limited interaction with the customer service agents makes customer care experience even worse, given the fact that we need 100percent WiFi available, as we operate household appliances though WiFi because we have adapted to Internet of Things. However, there is a technician like Darrel who is always available to assist to restore WiFi services. He is very smart and good on fault diagnosis. We would have terminated our service with Supersonic a while back if it wasn't for his good customer care.