"Kyle Boatright" wrote in message
. ..
The last 5 times I've called for a brief, the queue has been at least
10-15 minutes long and I had the privilege of speaking to someone 1/4 way
across the continent.

The current situation is pitiful. I can't figure out how they screwed it
up this badly. I mean, it isn't that hard to write a simulation model to
tell you how many briefers you need to have on staff to have a queue of
"x" minutes 90% of the time.

My guess is that some beancounter at Lockmart wanted to be a hero and cut
back the number of briefers to below the figure the engineers deemed
necessary.

Didn't they give some guarantees to get the business, something along "time
on hold", or some such?

And it may be the same problem my business insurance people (in NJ) have had
with bad phone connections since March; sending a FAX took two or three or
even four attempts.