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Customer Disservice (angry rant diary)

by NordicStorm Tue Sep 11th, 2007 at 09:21:30 AM EST

A couple of months ago I was in the process of moving apartments. I figured it would probably be a good idea to call well in advance to my phone company and ISP to let them know of my impending address change. As is typical with customer service, I had to wait a good 20 minutes before my turn came up. Oh well, it's just a minor nuisance. Well, at least I thought it to be a minor nuisance when I still had the utterly naive notion that registering an address change would be a simple task requiring merely one phone call.

My phone company used to be a fairly small and local company, before being swallowed whole by the behemoth multinational company that used to be a state run institution, but currently is a...well, behemoth multinational private company.

An all too familiar story... promoted by DoDo

Back to the story.
I tell the customer service person about my new address. Despite my calling well in advance, she claims I might have to live a week without a phone connection. Okay, fine, no problem. As it turns out, in phone company parlance, a week is actually a month. But I didn't know this at the time, so I raise no objections. As she repeats my new address back to me, I realize she misheard the apartment number - 17 instead of 70. I correct her, and she indicates that she's aware her mistake. I also make it clear that I want to move both my phone line and my ADSL connection to the new address, and that my billing information should of course also be changed.

And that was that. I moved into my new place, a week or so later the phone started working, as well as my Internet connection. A month later, the phone bill came in the mail, correctly addressed, and although I thought it was a bit expensive, I paid it gladly, content in the knowledge that my phone company's customer service would work so smoothly. For once, privatization works in the interest of the consumer!


Well, that went rather smoothly, wouldn't you agree?

"The basis of optimism is sheer terror" - Oscar Wilde
by NordicStorm (sturmbaum<-at->gmail<-dot->com) on Mon Sep 10th, 2007 at 01:09:44 PM EET
[ Reply to This ]

No, no, no. Wait a minute. Back up. That's not how the story ends at all.
Here's what actually happened:

A couple of days after my first phone call I decide to log in to their online customer service, in order to check whether they had modified my address. They had. Unfortunately, they had changed it to the wrong address, having entered the wrong apartment number, even after I had specifically alerted the customer service rep to the error. I can't change the address from their online service, so I have to call in again. After a 40 minute wait, I finally get a hold of someone, who seems to think it's my fault that their customer service personnel are unaware of the difference between 17 and 70. He changes the address, and I assume that would be that. I assume incorrectly.

A couple of weeks later I move into my new apartment, and as expected I have no phone or Internet connection. A week later, nothing. A week after that, still nothing. A week passes by, and another heap of nothingness. I decide to call customer service (by mobile phone) yet again to figure out what the hold-up is. 25 minutes on hold later, I politely inform the gentleman at the other end of the line that his employer should kindly get off its butt and reconnect my phone line. And lo - a mere week later my phone connection is back!
Unfortunately, my ADSL connection is still down. A couple of days later, a technician from the phone company shows up, does some tests, claims the ADSL connection should be back up, and leaves. I connect my ADSL modem, and I'm off surfing at the blistering speed of 0.000000 Mbps.
At this point, I am slightly annoyed. Just slightly. I call customer service; after a new record waiting time of 45 minutes, they simply hang up on me. I am slightly less not annoyed. After a second waiting session that lasts a paltry 30 minutes, the customer service rep informs me my ADSL modem is too old. That's rather interesting. In the weeks since I moved from my old apartment, they have made such advancements in ADSL technology that all equipment has been rendered obsolete. My sarcasm is lost upon the customer service rep, so I hang up and grudgingly head out and buy a new ADSL modem, which does work. Splendid! This all took a bit more time than I thought it would, but finally it's all resolved. Not.

When I moved, I had been smart enough to order mail forwarding for a couple of months. Apparently it was a very bright idea indeed, as a couple of days after what I thought would be the end of my dealings with the phone company, the ADSL bill shows up. Unfortunately, it's not addressed to my new apartment at all, but to my old apartment. Apparently they haven't changed my billing address. After yet another 25 minutes on hold, I explain the situation as politely as I could possibly muster to the customer service rep. He changes the addresses yet again, and I hope it would stick this time. Given that I had already informed them that my billing address should also be changed, given that I explicitly said that it should also be changed, I am a bit upset with the fact that they've completely ignored my fairly easy-to-comprehend instructions in the matter. But now, at long last! the matter is resolved. The mail forwarding is about to expire, so it's about time too that all my mail is addressed correctly. The next ADSL bill shows up, with the right address. Excellent! There couldn't possibly be any more problems, could there?

Today I show up at work as usual at 9am. Turns out I've received some mail. Peculiar, as I wasn't expecting any. Well, guess what! I've received my phone bill from the phone company! Is the bill still addressed to my old apartment? Yes, of course! It would have been too good to be true if the phone company had used the same billing system for all their services, it would have been too good to be true if, when instructed to do so, they would have changed the billing address for all my bloody connections when I've told them again and again and again that I'm moving and will no longer be available on my old address! But no! Instead my bills are now apparently sent to my place of work!
You would think it wouldn't be so god damn hard to change a frickin' address. You would think it would amount to simply entering the new address into their database. But no! Apparently you need a doctorate in technology from a prestigious university on the American east coast to figure it out!
Things would be soo much better and soo much easier when the phone company is privatized, they said! Government can't run anything efficiently, let the private sector handle it!
Well, I have to ask, does it work? Does it fucking work? No, it does not bloody work! They don't have to give a rat's ass about customer service, because no one else provides adequate customer service either, so there's no friggin' point to changing companies!
Is this capitalism in action? Will waiting times decrease from 20 minutes to 15 minutes if the state sell off its remaining share in the phone company?

Am I blaming all the ills of the world, including the rather minor one that is the subject of this diary, on privatization? No, of course not. But am I, as a customer, better off? Apparently not! I'm still but an entry in a database somewhere. With my old god damn address I changed months ago still attached to my name!

Hey, what's that over there? It's the invisible hand of the market giving you the finger!

I suppose I should count my blessings; next time I call I will probably end up at a call center in Bangalore!

"The basis of optimism is sheer terror" - Oscar Wilde
by NordicStorm (m<-at->sturmbaum.net) on Mon Sep 10th, 2007 at 11:05:41 AM EST

Finnish is much too rare a language to be worth outsourcing.  

Ah, the virtues of those nations that had not the power to impose their tongue on those who would serve as cheap labor.

In defense my former brethren in the customer contact centers, often due to software issues there is little that can be done. All they can do is try to make you experience as pleasant as possible, however most companies want to spend as little money as possible in this area.

I worked in the medical device industry, and one would think that given the fact that if we "fucked up" people died that there would be some effort to allow agents to have some down time to decompress between calls.  Rather, they treated us like machines, and allowed the situation to degenerate to such a point that there was literally always a queue, reaching peaks of 45 minutes or more online to reach an agent.

Of course, given that our products treated a condition that was both lethal and very rapidly moving.  It's a virtual certainty that people who were unable to reach us went untreated and were injured, because they were unable to reach us to correct the device error.  Some probably even died, so it goes.

Again, you would think that due to the gravity of our work, there would be an attempt to give agents time to talk to them on the phone.

No, agents were subject to a "talk time" policy that measured their productivity on staying on the phone as short a period as possible.  If your "talk time" surpassed a certain lenth you would be fired.  But you say, such a policy compels agents to take as little time on the phone as possible, and makes it likely that they will miss serious product issues.  However, as any management expert knows, the issue in this case is not a serious lack of intelligence (and ethical integrity) is that workers are lazy and incompetent.

I worked for the devil, but they paid well.  

On a lighter note, if you hear a click and the background noise drops when your on a customer service line, the agent is probably saying something (presumably about you) that they don't want you to hear.

And I'll give my consent to any government that does not deny a man a living wage-Billy Bragg

by ManfromMiddletown (manfrommiddletown at lycos dot com) on Mon Sep 10th, 2007 at 07:26:41 PM EST
[ Parent ]
This is a good book about what happens on 'customer service' lines - the inspiring story of how one worker sent his productivity and talk time metrics into the stratosphere by picking up and slamming the phone down whenever a call came in, without talking to the customers at all.
by ThatBritGuy (thatbritguy (at) googlemail.com) on Mon Sep 10th, 2007 at 08:22:43 PM EST
[ Parent ]
I was joking about the outsourcing part.

Your story is not surprising and way scary at the same time. When it goes beyond the realm of mere nuisance to potentially life-threatening...chilling.

"The basis of optimism is sheer terror" - Oscar Wilde

by NordicStorm (m<-at->sturmbaum.net) on Tue Sep 11th, 2007 at 10:14:28 AM EST
[ Parent ]
Have you ever read Catch-22 by Joseph Heller or Mother Night by Kurt Vonnegut, they made me feel better.

And I'll give my consent to any government that does not deny a man a living wage-Billy Bragg
by ManfromMiddletown (manfrommiddletown at lycos dot com) on Tue Sep 11th, 2007 at 10:21:36 AM EST
[ Parent ]
Loved Catch-22. I must shamefully admit I never read any Vonnegut; I suppose Mother Night is as good a starting point as any?

"The basis of optimism is sheer terror" - Oscar Wilde
by NordicStorm (m<-at->sturmbaum.net) on Tue Sep 11th, 2007 at 10:51:03 AM EST
[ Parent ]
I would start with Breakfast of Champions.

Oye, vatos, dees English sink todos mi ships, chinga sus madres, so escuche: el fleet es ahora refloated, OK? — The War Nerd
by Migeru (migeru at eurotrib dot com) on Tue Sep 11th, 2007 at 11:08:26 AM EST
[ Parent ]
Mother Night is much better.

Though I have a certain fondness for Welcome to the Monkey House.

I think that may favorite line from Vonnegut may be this though:

And Lot's wife, of course, was told not to look back where all those people and their homes had been. But she did look back, and I love her for that, because it was so human. So she was turned to a pillar of salt. So it goes.

Kurt Vonnegut, Slaughterhouse Five

US novelist (1922 - 2007)


And I'll give my consent to any government that does not deny a man a living wage-Billy Bragg
by ManfromMiddletown (manfrommiddletown at lycos dot com) on Tue Sep 11th, 2007 at 11:49:17 AM EST
[ Parent ]
that: Breakfast of Champions is perfect for introducing Vonnegut.

Cat's Cradle is probably my favourite Vonnegut - but I haven't read Mother's Night yet...

by Nomad on Tue Sep 11th, 2007 at 12:57:00 PM EST
[ Parent ]
Oh, ouch, how I empathize with you. What a colossal waste of time and energy!

I had difficulties terminating contracts with a French ISP and a cell phone company, at roughly the same time, last year.

I'll spare you the gritty details, but both of these companies exhibited very shrewd tactics which, in the end cost me over 250 euros. Completely illegal, and they knew it, but they were going on the assumption that I [or any other customer] possessed neither the time nor the means to sue them.  

Finally, 5 months, 250 euros, and hours worth of phone calls, later, I was able to get these companies to cease helping themselves to my bank account. Yes, I could have ordered stop-payments to their automatic billing, but by the end of calls to customer service I was assured that the problems had been solved ... only to find a month later that they'd done the long-arm act again.

My advice: NEVER EVER opt for automatic payment for subscriptions to ISPs or Telecom companies. It most definitely will not 'simplify your life', as the claim goes. It simply gives them the means to bilk you. Which they do shamelessly.

Stick to old-fashioned cheque-writing.

by Loefing on Tue Sep 11th, 2007 at 11:58:20 AM EST
[ Parent ]
That would be exactly the nightmare scenario...partially losing control of your own bank account.

Easier? Sure, easier for them. But for the customer? Not so much...

"The basis of optimism is sheer terror" - Oscar Wilde

by NordicStorm (m<-at->sturmbaum.net) on Wed Sep 12th, 2007 at 06:43:43 AM EST
[ Parent ]
Instead my bills now apparently are sent to my place of work!

Haha, you too have this problem? When I moved to Holland I kept my Finnish cell phone. I managed to change my billing address, but after a year it unexpectedly reverted back. After I complained about that, they started sending my bills to my previous workplace. My old coworkers then kindly send the bills to me.

When we moved here, we had to get a fast internet connection. We decided on cable, partly because the cable company promised to connect it in a week, and managed to arrange a connecting time with the cable company guy (after waiting on hold on the phone for 1,5 hours). Only he never showed up. We called, waited on hold for an hour again, managed to get hold of someone who told that the cable guy had apparently forgot about us, and arranged for a new time. Guess what? The guy did not arrive then either! He also never let us know that he was not going to make it, so I waited for him in vain for the second day.

We called again. We waited on hold for another hour. We were put through to someone who told us that the cable guy had been too busy to come to our place. We made a new appointment. And wouldn't you believe it - he didn't show up then either. At that point, my husband lost his calm and yelled at the so-called customer service people and lo and behold, the next week we got our internet connection.

At the moment I'm on round 5 of useless telephone conversations with our health insurance company. They keep sending us a 900 euro bill which we are not supposed to pay, since we changed billing systems and payment plans and are already paying for the same insurance monthly. Each time I call there they say that the situation is now corrected, everything is fine, just tear up the bill. And every time a new 900 euro bill arrives within a couple of days of the phone call. Maybe it's time to start yelling on the phone again. (God I hate the Dutch "compulsory insurance from private company" -health insurance system but that's a different matter altogether..)

You have a normal feeling for a moment, then it passes. --More--

by tzt (tzt) on Mon Sep 10th, 2007 at 12:16:41 PM EST
It is the strangest thing - they managed to figure out where I work, but not where I live? Especially when I bloody told them where I live?!

I can't remember where I saw it, but somewhere there was a report or an article about how some companies simply dump customers that are "too demanding" on their customer service.
I'm beginning to think customer service is a massive Capitalist conspiracy to waste everyone's time. We can't be out there revolting if we're always on hold!

Anyway, so much for cutting red tape by privatization. We're jumping through as many hoops as before.

"The basis of optimism is sheer terror" - Oscar Wilde

by NordicStorm (m<-at->sturmbaum.net) on Mon Sep 10th, 2007 at 12:41:39 PM EST
[ Parent ]
Customer Service is a vast capitalist conspiracy to dictate de facto terms of service.
by afew (afew(a in a circle)eurotrib_dot_com) on Mon Sep 10th, 2007 at 12:52:49 PM EST
[ Parent ]
Meaning, you don't get the service, but, somehow or other, you get the bill.
by afew (afew(a in a circle)eurotrib_dot_com) on Mon Sep 10th, 2007 at 12:54:42 PM EST
[ Parent ]
Your adress also being the place were they delivered their services might also be somewhat of a clue.

Sweden's finest (and perhaps only) collaborative, leftist e-newspaper Synapze.se
by A swedish kind of death on Mon Sep 10th, 2007 at 08:47:43 PM EST
[ Parent ]
(God I hate the Dutch "compulsory insurance from private company" -health insurance system but that's a different matter altogether..)

Could you please, please, please write a diary on that?!?!?!?!?

The local advocates of the multi-insurer system (which I think is a bad idea anyway, but a disaster in a country with a bad health and income situation, yet it is an almost done deal) like to bring up the Dutch example.

*Lunatic*, n.
One whose delusions are out of fashion.

by DoDo on Tue Sep 11th, 2007 at 09:30:16 AM EST
[ Parent ]
Might I request that all feel free to write about the healthcare systems in their country.

I'm interested in hearing how the various varieties work out.

This is a huge issue in the presidential elections in the United States.

And I'll give my consent to any government that does not deny a man a living wage-Billy Bragg

by ManfromMiddletown (manfrommiddletown at lycos dot com) on Tue Sep 11th, 2007 at 10:09:16 AM EST
[ Parent ]
Could you please, please, please write a diary on that?!?!?!?!?

Ow. I am hardly an expert, since I don't really understand the system well myself - partly because of language problems and partly because it's complicated. Nanne, Nomad, anyone? (I can try if no-one else wants to, but it'll take a while - I'm horribly busy at the moment).

You have a normal feeling for a moment, then it passes. --More--
by tzt (tzt) on Tue Sep 11th, 2007 at 11:18:07 AM EST
[ Parent ]
They completely changed the system one or two years ago, and I actually don't know much about it now (didn't know much about it before I went to Germany either). But it might be worth looking into...
by nanne (zwaerdenmaecker@gmail.com) on Tue Sep 11th, 2007 at 11:53:12 AM EST
[ Parent ]
to see what good could come from a project that would instantly result in migraines...

But, oh well. As I said to DoDo upthread, I'll try to sketch out the rough version in a diary - feel free to plug the holes.

by Nomad on Tue Sep 11th, 2007 at 01:21:32 PM EST
[ Parent ]
is now much like the Swiss system - and just before I left I remember reading that the Dutch insurance companies are doing the exact stupid things that were showing up in Swiss...

There are a few good things about it - but several worse side-effects. Since I'm out of the country, I don't know the current state of affairs but I'll try a rough outline, and people can fill in the gaps where they see them.

As this is a diary about disservice, I've to say that getting rid of my health insurance was a lot easier than closing down my cell phone account - and my insurance providers already gave me pain. The very moment I noticed they had withdrawn money from my bank account for the monthly levy of February I was no longer supposed to pay, I phoned the bank and blocked the account for them. So far so good.

Then it became really good fun. A week later, I received reimbursement from them - but the deposited amount was too much, far more than what I should've got back + my February levy which they had wrongly withdrawn from my bank!

They apparently tried to correct their mistake by withdrawing the surplus from my bank account - which they couldn't, as I had already blocked them from withdrawing. Screaming letters found their way to South Africa. Two months later in the Netherlands in the Easter break, I casually called them, made the sum for them on the phone, transferred the outstanding amount and I've never heard of them again. Hurray.

My cell phone provider, however, was slightly less excruciating than NordicStorm's tale...

by Nomad on Tue Sep 11th, 2007 at 01:20:29 PM EST
[ Parent ]
A guess:

The two companies data and information processing systems were incompatible.  When they merged they cheaped-out and instead of purchasing one system for the new entity they bought or wrote bridging software that would "seamless integrate" the two.  The bridging software isn't working and will probably never work.  

Of course if they HAD bought a new system rest assured your bills would now be ending up in the post office box of Nordicie de Storme an exotic dancer in Las Vegas, Nevada in the good old USofA.

She believed in nothing; only her skepticism kept her from being an atheist. -- Jean-Paul Sartre

by ATinNM on Mon Sep 10th, 2007 at 06:38:22 PM EST
Ah, yes, one of the classic IT pipe dreams. "We can save money by not having to transition and not having to retrain people."

The knowledge doesn't exist in house so you hire a consultant at £500 a day or up.
To do it properly the consultant needs to understand both pieces of software they are supposed to connect in addition to the bridging software. The consultant and the support teams from the larger company and the company they have bought have to work together. This all happens while the people in the smaller company are transitioning into the larger one, and are being reorganised into new departments and moved around, and no one has any documentation because "the team knows where everything is anyway". (Yes, that ISO9000 plaque really is just for show.)

This isn't realistic, but everyone pretends it is: Managers because they don't understand how complex it is, existing employees because they want to keep their jobs and not have to retrain, and contractors because it's a pretty sweet deal - lot's of money and you don't need to do the boring support work afterwards.

by Number 6 on Wed Sep 12th, 2007 at 10:57:14 AM EST
[ Parent ]
"If you happen to be psychic and know your party's extension please dial it now"

You are my friend on your own.

by Lasthorseman on Mon Sep 10th, 2007 at 08:28:12 PM EST
Consumerist is an excellent site that tracks the avalanche of crappy customer service that has come to dominate American life. They've also become expert at fighting back against this, with exposes on corporate practices and highlighting egregious errors.

The basic problem, as their reports always note, is that corporations have discovered it's much cheaper to give you crappy service than to actually provide not just good service, but the service you were sold.

I'm shocked, shocked to see that private enterprise chose to cut service and increase profits when they were deregulated.

And the world will live as one

by Montereyan (robert at calitics dot com) on Mon Sep 10th, 2007 at 11:42:27 PM EST
Looks like a good resource!
I'm considering my options at this point. Thus far, I've come up with:
  • Call in, be on hold for 30 minutes (ample time to build up the right amount of rage), then yell the crap out of the poor sod at the other end of the line. Not very productive, and not very good for my blood pressure.  Let's call that plan B.
  • Write a letter to the appropriate editor, which will then be duly ignored or receive run-of-the-mill "oh, isolated incident" reply from company spokesperson
  • File a complaint with the Finnish consumer ombudsman (a governmental institution who's supposed to look after the interest of the consumer), though presumably they've already received numerous complaints
  • Switch services, and make it abundantly clear to them why
  • Join a political party, run for parliament, win, then enact strict regulations for consumer service
  • Go off the grid completely

"The basis of optimism is sheer terror" - Oscar Wilde
by NordicStorm (m<-at->sturmbaum.net) on Tue Sep 11th, 2007 at 10:10:59 AM EST
[ Parent ]
Hear, hear.
I went with my current ISP specifically for the one month contracts (as opposed to the 6 months + stuff they like to stiff you with).
by Number 6 on Wed Sep 12th, 2007 at 10:43:26 AM EST
[ Parent ]
Curiously enough, I had much the same experience so far in Berlin, though I'm still waiting on the telephone line to be connected after two and a half months. My ISP can only be notified after the telephone connection is functioning, and will then probably take four weeks (at least it took four weeks when we took a faster connection and the modem had to be replaced). So far with the telephone company, it's a case of murphy's law gone wild. Everything that can be fucked up by them is, and then some.
by nanne (zwaerdenmaecker@gmail.com) on Tue Sep 11th, 2007 at 06:25:01 AM EST
Oh, I could tell a lot of stories about my bank... the pinnacle of which was, that they managed to close my Euro account twice for over six months "inactivity" - the second time one month after the first, for the following reason: they didn't execute the activity I tasked them with in-between, a simple bank transfer, because someone forgot to mark the forex on one document, and no one could figure out that something going from an Euro account to Germany is in Euros... and of course no one called or mailed me, nor their colleagues.

Then there is of course my electricity provider, which didn't give me a meaningful reply at my request about grid connection for a PV system for more than three months -- should I sue? (Maybe it's the alternate tactic for people whom they can't just dismiss with some nice formula about grid capacity, because I quoted all relevant laws...)

But it's not just the real big corporations. Outsourcing can play 'wonders' on smaller scales, too.

A few months back, during a conversation with the cable provider customer service, the guy said: why do I pay internet via periodic bank transfer, why not give them permission to withdraw it? (It would be a bit cheaper and less paperwork.) So I went to my bank, filled out and signed all the papers for voiding the prior agreement and putting in place the new, and went home.

Yet next month, I get a cheque from the cable company. The cable company customer service says they got no money. My bank swears this time they did everything correctly. So another call to the customer service -- this time the guy (a third guy) at last explains the problem: the internet is provided by another company via their cables, and they collect the money for that company, but have no right to do automatic withdrawal for them... So I had to go back to the bank and repeat the paperwork in the opposite order.

*Lunatic*, n.
One whose delusions are out of fashion.

by DoDo on Tue Sep 11th, 2007 at 09:54:17 AM EST
We have that automatic withdrawal system here as well. I don't use it much. I might be a bit on the paranoid side, but I don't like the "automatic" concept at all.

"The basis of optimism is sheer terror" - Oscar Wilde
by NordicStorm (m<-at->sturmbaum.net) on Tue Sep 11th, 2007 at 10:18:36 AM EST
[ Parent ]
Telia is just as bad, but it was bad before privatization too.

Peak oil is not an energy crisis. It is a liquid fuel crisis.
by Starvid on Tue Sep 11th, 2007 at 02:55:17 PM EST
We're not talking about different companies, actually...

(well, okay, I'm unsure of its internal structure, but in a general sense...)

"The basis of optimism is sheer terror" - Oscar Wilde

by NordicStorm (m<-at->sturmbaum.net) on Wed Sep 12th, 2007 at 06:40:50 AM EST
[ Parent ]
wow, that sounds right up there with italy...

join the club.

when i bought my little old ruin and asked for phone hook up, (oh how much and often have i rued that decision), the guy behind the desk had me fill out the forms, and when i asked him when it'd arrive, he said: 'officially 9 months, but to save you heartache, it'll really be more like 2 years'.

he was accurate...it has gone downhill from there...

i suspect all their energy is sucked into studying and storing everyone's phone calls for deviant discussions.

ditto for the electric company and their solar sloth...

NEVER let them have the keys to your bank account, they have sticky-fingered my savings, and now it's a given not to trust them.

shoulda said 'taken'...

beautifully crafted rant, cheers.

'The history of public debt is full of irony. It rarely follows our ideas of order and justice.' Thomas Piketty

by melo (melometa4(at)gmail.com) on Wed Sep 12th, 2007 at 02:36:23 AM EST
So I called in for the 600th time. 35 minutes and three reconnections later, they've supposedly corrected my billing address.

The same day, I called the tax administration about some papers. The whole procedure took less than two minutes. Zero waiting time.

Yup, government just doesn't work efficiently!

"The basis of optimism is sheer terror" - Oscar Wilde

by NordicStorm (m<-at->sturmbaum.net) on Tue Sep 18th, 2007 at 05:42:54 AM EST

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