I called an Atlanta-based organization last week and after banging numbers to get where I thought I wanted to go and not getting there, I pushed ''0'' for the operator. I waited through 27 rings. On the 28th, I was answered and instructed to hold. I held for seven seconds short of four minutes. This outfit probably feels pretty good about the money saved in personnel costs.
Companies wax eloquent that bigness means more customer choice.
I don't agree. It means more choice from fewer sources. It reminds me of an old line from the Bell System's monopoly days. Looks like those days are coming back. Then his cable company pulled the plug on its customers.