Dara writes:

There's another piece I have to add to the Time Warner fiasco. As I already mentioned, the problem with our Internet lay in a superfluous amplifier in our apartment; however, the first tech whom TW sent two weeks ago told us the problem lay outside our place, in the building's wiring. This cursory judgment began the endless waiting and deferral by TW. Thus, I place blame for our wait on this first tech.

I knew this tech was trouble from the moment he entered our apartment. He barely muttered who he was, let alone a hello. He showed no interest in his task, and he handed us an errant diagnosis that catalyzed weeks of frustration and the necessity for further dealings with the behemoth bureaucracy.

It's fascinating how the cogs in the bureaucracy wheel, that is, the folks who answer the phones at TW, are brainwished with company empty-speak. James originally wrote the email that begat the solution and the nice attention from TW because, as he says in his letter, I really did call him almost in tears yesterday after speaking to a robo-operator from TW.

I should backtrack. After the ill-tech told us, two weeks back, that a "special plant technician" would have to be called, we were told by the robo-operators that one couldn't be called for weeks. Weeks ended yesterday, September 28th, when the specialist was supposed to do his duty. My check-in call yesterday to determine the result of the specialist's visit let me know that this specialist could also do nothing and that yet another specialist would need to be called and that again, this would take at least a week. My frustration was legion. Luckily James had the good sense to take it up with people who, unlike robo-operator, are paid enough to think for themselves.