I've been forced to submit to MANY an out-sourced tech over the phone. And a number of times I have fallen asleep with the phone pressed to my head. It's just boring if you know you're going to be subjected to long wait times again again, adult or not!
Also, I wouldn't pin anything on the repair man (based on what I've heard). It's quite hot out there in some parts, he could be extreemly busy, and hold music is ALWAYS snore-worthy.
