Great customer service is rare.  From a government agency - unheard of.

Well believe this.

I sent in my passport renewal form, two checks, (one for renewal, another so I don't have to wait 16 weeks.  Make that, so my boss can make me travel more sooner.), photos, etc.

Now to be honest, that form and the photos have been sitting in my briefcase for several months.

Well they called me at work (SHOCKingly great customer service moment#1) and told me, the form has been discontinued for over a year......(wow I have really procrastinated on this one)

Did they send me the new form (expected....) nah, its the same info.  They just keyed it in anyways.

But, there is a new $12 "security fee" (funny, whats the other $60 for?) - .....

Q: "How can I get you $12 then"?
A: "The easiest way is by credit card, I can just charge it and be done in minutes"

After I got up from the floor, I read my card info to the very cheerful woman, and we were done.  less than 5 minutes for the whole call,
no condescending librarian "caught you in a mistake" attitude, no hassles.

Oh and she told me I will have my new passport in 5 business days and wished me a great day.

Amazingly great customer service.  From the government.  From the passport agency, which is the ONLY place you can go - they have monopolistic power of the higest order, and they treated me well, promptly, called me, and got me thru the hassle in seconds.

I.R. stunned.

The national passport center has my compliments.