I'm a Cogent customer and we wouldn't be where we are without them, but, they give me the most headaches out of any provider I have to deal with. I tried raisi

I'm a Cogent customer and we wouldn't be where we are without them, but, they give me the most headaches out of any provider I have to deal with. I tried raising a complaint as their SLA states about packet deliverability/guarantees - and I said "well, you have 100% packet loss to HE"... I didn't get very far and they basically just blamed it on HE - but, I wonder if someone had more time, if they could make a complaint down this avenue?!