A customer-centric business process

The DSL-in-Luxembourg saga continues: Apparently, the final steps of the relevant business process are based on the customer regularly calling some hotline number. This call is entirely futile unless engineering has put in place some missing cable, somewhere. Only after the customer’s call, another, final engineering step is possible. The only way for the customer to detect whether that damned cable is in place is calling, and being placed on hold until the customer service representative has talked to the engineering department.