Did Armageddon happen and I just missed it?

Either that, or hell must have frozen over.  'Cause what happened tonight simply is beyond the realm of possibility.  What, pray tell, happened?  I had a problem with my cell phone...and, we all know what crappy customer service cell phone companies have.  The first guy I got on the phone made me think this was going to be a battle. He basically said "Well, yeah, we screwed up but I can only offer you back half your money because that's all I am allowed to do." I cranked up the bitch factor a bit. I was still being pleasant but let him know I wasn't going to roll over and go away.  When I got the manager on the phone, not only did he resolve all the problems, he refunded more than what I was out. Holy shit was I stunned. This time I can honestly say "Thanks AT&T. You did good."