“An engineer explained to us that hundreds of ear impressions were gathered in the name of research, and while each one obviously boasted its own unique shape and size, one single characteristic remained uniform across the board: the entrance into the ear canal is not a perfect circle, it's an oval.”
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"requiring that a company answer subscribers' calls within 30 seconds"
Really?? I don't know if I could get my mom to answer my call within 30 sec.
Expecting a top-heavy (heavy on execs, light on actual CSRs) organization to answer the phone promptly is a bit unrealistic.
TWC shouldn't have signed the contract then