Shouldn’t customers be friends?

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For more years than I can remember, I’ve had a security system on my house. I’ve been with the same security company so long, that the keypad to turn the alarm system on and off has worn out. When I called to have it replaced, a service representative explained that there would be service charge to have someone come out and replace the keypad. I explained to them that I’ve been their customer for years and that they should send someone out to replace the pad for free.

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