Geo, I felt your letter was an excellent one.
There is a fine line between expressing frustration in a civilized way by keeping it focused on the problem and expressing frustration which degrades the person or the organization to which it is being directed.
With the second way of expressing frustration, there is always the possibility the recipient will "tune" it out to some degree, which results in an even greater lag time for service to resume. Or orse, it may never get fixed.
I think it is excellant that your letter has resulted in someone taking personal responsibility for the problem. That is absolutely huge! Until someone does, the odds are good of being shunted around and not get anywhere.
A lot of suggestions have been made in this thread.
I appreciate your concern for keeping costs low. Being desperate to play PBW, we may be willing to accept significantly higher operating costs in the short run (i.e. now
). In the long run, it may be quite a different story where "someone' will have to be on the front line to obtain funding.
Which will create another headache.
I want to go on record that I appreciate your efforts. I am in support of your having the system with which you are most comfortable with.