Security

Top Security Researchers Ask The Guardian To Retract Its WhatsApp Backdoor Report (technosociology.org) 70

Earlier this month The Guardian reported what it called a "backdoor" in WhatsApp, a Facebook-owned instant messaging app. Some security researchers were quick to call out The Guardian for what they concluded was irresponsible journalism and misleading story. Now, a group of over three dozen security researchers including Matthew Green and Bruce Schneier (as well as some from companies such as Google, Mozilla, Cloudflare, and EFF) have signed a long editorial post, pointing out where The Guardian's report fell short, and also asking the publication to retract the story. From the story: The WhatsApp behavior described is not a backdoor, but a defensible user-interface trade-off. A debate on this trade-off is fine, but calling this a "loophole" or a "backdoor" is not productive or accurate. The threat is remote, quite limited in scope, applicability (requiring a server or phone number compromise) and stealthiness (users who have the setting enabled still see a warning; "even if after the fact). The fact that warnings exist means that such attacks would almost certainly be quickly detected by security-aware users. This limits this method. Telling people to switch away from WhatsApp is very concretely endangering people. Signal is not an option for many people. These concerns are concrete, and my alarm is from observing what's actually been happening since the publication of this story and years of experience in these areas. You never should have reported on such a crucial issue without interviewing a wide range of experts. The vaccine metaphor is apt: you effectively ran a "vaccines can kill you" story without interviewing doctors, and your defense seems to be, "but vaccines do kill people [through extremely rare side effects]."
Cellphones

Faulty Phone Battery May Have Caused Fire That Brought Down EgyptAir Flight MS80 (ibtimes.co.uk) 142

New submitter drunkdrone writes: "French authorities investigating the EgyptAir crash that killed 66 people last year believe that the plane may have been brought down by an overheating phone battery," reports International Business Times. Investigators say the fire that broke out on the Airbus A320 in May 2016 started in the spot where the co-pilot had stowed his iPad and iPhone 6S, which he placed on top of the instrument panel in the plane's cockpit. From the report: "EgyptAir flight MS804 was traveling from Paris to Cairo when it disappeared from radar on 19 May 2016. Egyptian investigators have speculated that the crash, which killed all 56 passengers, seven crew members and three security personnel on board, was caused by an act of terrorism due to traces of explosives reported to be found on some the victims. Investigators in France have disputed these claims, saying that data recorded from the aircraft around the time it disappeared points to an accidental fire on the right-hand side of the flight deck, next to the co-pilot. According to The Times, CCTV pulled from cameras at Paris' Charles de Gualle airport show that the co-pilot stored a number of personal items above the dashboard, where the first signs of trouble were detected. This included an automated alert indicating a series of malfunctions on the right-hand flight deck window, followed by smoke alerts going off in a toilet and in the avionics area below the cockpit, minutes before the plane vanished."
Social Networks

Facebook Is Clamping Down On Fake News, Partners With Fact Checkers To Flag Stories (slate.com) 415

After weeks of criticism over its role in spreading fake news during and after the 2016 U.S. Presidential election, Facebook said today it is taking concrete steps to halt the sharing of hoaxes on its platform. From a report on Slate: The company announced on Thursday several new features designed to identify, flag, and slow the spread of false news stories on its platform, including a partnership with third-party fact-checkers such as Snopes and PolitiFact. It is also taking steps to prevent spammers and publishers from profiting from fake news. The new features are relatively cautious and somewhat experimental, which means they may not immediately have the intended effects. But they signal a new direction for a company that has been extremely reticent to take on any editorial oversight of the content posted on its platform. And they are likely to evolve over time as the company tests and refines them. First, it's trying to make it easier for users to report fake news stories. The drop-down menu at the top right of each post in your feed will now include an explicit option to report it as a "fake news story," after which you'll be prompted to choose among multiple options, which include notifying Facebook and messaging the person who shared it.
Businesses

CNN Acquires Social-Video Startup Beme, Co-Founded By YouTube Star Casey Neistat (variety.com) 62

CNN announced Monday that it has purchased video-sharing app Beme, and will work with its founder, Casey Neistat, to build a new media brand next year focused on storytelling for a younger audience. Casey Neistat is a YouTube celebrity and tech entrepreneur who launched Beme last year. Variety reports: CNN said the new venture that it's forming out of the acquisition -- aimed at reaching millennial viewers with the street cred of Neistat's reporting and commentary -- will launch in the summer of 2017. All 11 of Beme's employees will join CNN; the cable news network will be shutting down Beme, which had garnered more than 1 million downloads. New York-based filmmaker Neistat, who has more than 5.8 million subscribers on YouTube, announced earlier this month on his channel that he would be suspending his personal vlog to focus on new projects, one of which turns out is the pact with CNN. His daily vlog dispatches cover current political and news events as well as action sequences like his viral "Snowboarding With the NYPD" video last winter. Led by Hackett, formerly VP of engineering at Yahoo's Tumblr, Beme's development team will "build technology to enable the new company and also develop mobile video capabilities for CNN's portfolio of digital properties," according to the Turner-owned cable news network. Neistat, 35, will lead the new venture's "editorial vision" as executive producer. CNN said it will employ its global resources to launch the new media brand, and plans to hire dozens of producers, builders, developers, designers and content creators for the new company. CNN said the new Beme-based company will operate as a standalone business under the CNN Digital umbrella.
Businesses

China Threatens To Cut Sales of iPhones and US Cars if 'Naive' Trump Pursues Trade War (theguardian.com) 742

US president-elect Donald Trump would be a "naive" fool to launch an all-out trade war against China, a Communist party-controlled newspaper has claimed. From a report on The Guardian:During the acrimonious race for the White House Trump repeatedly lashed out at China, vowing to punish Beijing with "defensive" 45% tariffs on Chinese imports and to officially declare it a currency manipulator. "When they see that they will stop the cheating," the billionaire Republican, who has accused Beijing of "the greatest theft in the history of the world", told a rally in August. On Monday the state-run Global Times warned that such measures would be a grave mistake. "If Trump wrecks Sino-US trade, a number of US industries will be impaired. Finally the new president will be condemned for his recklessness, ignorance and incompetence," the newspaper said in an editorial. The Global Times claimed any new tariffs would trigger immediate "countermeasures" and "tit-for-tat approach" from Beijing.
Censorship

WikiLeaks Calls for Pardons From President Obama -- Or President Trump (wikileaks.org) 445

"President Obama has a political moment to pardon Manning & Snowden," WikiLeaks tweeted on Friday, adding "If not, he hands a Trump presidency the freedom to take his prize." And a new online petition is also calling for a pardon of WikiLeaks founder Julian Assange, saying Assange is "a hero and must be honoured as such," attracting over 10,000 supporters in just a few days. An anonymous reader writes: Monday WikiLeaks also announced, "irrespective of the outcome of the 2016 U.S. Presidential election, the real victor is the U.S. public which is better informed as a result of our work." Addressing complaints that they specifically targeted Hillary Clinton's campaign, the group said "To date, we have not received information on Donald Trump's campaign, or Jill Stein's campaign, or Gary Johnson's campaign or any of the other candidates that fulfills our stated editorial criteria." But they also objected to the way their supporters were portrayed during the U.S. election, arguing that Trump and others "were painted with a broad, red brush. The Clinton campaign, when they were not spreading obvious untruths, pointed to unnamed sources or to speculative and vague statements from the intelligence community to suggest a nefarious allegiance with Russia. The campaign was unable to invoke evidence about our publications -- because none exists."
Thursday a WikiLeaks representative expressed surprise that, despite the end of the U.S. election, Julian Assange's internet connection in the Ecuadorean Embassy in London has not yet been restored.
The Media

Gawker Pays $750,000 To That Guy Who Didn't Invent Email (gizmodo.com) 121

Shiva Ayyadurai still claims he invented email -- rather than the late ARPANET pioneer Ray Tomlinson. Now Gizmodo reports that Ayyadurai "will receive a $750,000 settlement from Gawker Media, the bankrupt publisher that he sued for defamation earlier this year." As part of the settlement, Gawker Media has agreed to delete three stories from the archive of Gawker.com, including one about Ayyadurai. Univision, which purchased most of Gawker Media's assets [including Gizmodo] out of bankruptcy in September, deleted two Gizmodo posts concerning Ayyadurai -- over the objections of the editorial staff -- immediately after closing the transaction... The offending Gizmodo articles made the case that "a lot of people don't believe that Ayyadurai invented email," and that "networked communication actually predates [his] computer program by a few years." As Tomlinson told Gizmodo in one of the stories Ayyadurai succeeded in getting unpublished, the email formats that are so familiar today -- to:, from:, etc. -- were in use years before Ayyadurai "invented" them.
The third post was titled, "If Fran Drescher Read Gizmodo She Would Not Have Married This Fraud."
Communications

City ISP Makes Broadband Free Because State Law Prohibits Selling Access (arstechnica.com) 54

An anonymous reader quotes a report from Ars Technica: A municipal ISP that was on the verge of shutting off Internet service outside its city boundaries to comply with a state law has come up with a temporary fix: it will offer broadband for free. The free Internet service for existing customers outside Wilson, North Carolina, will be available for six months, giving users more time to switch to an alternative. But Wilson also hopes that six months will be enough time to convince elected officials to change the state law that prohibits the municipal ISP from selling Internet service to non-residents. As [Ars Technica] covered previously, the Federal Communications Commission voted in February 2015 to preempt laws in North Carolina and Tennessee that prevent municipal broadband providers from expanding outside their territories. Greenlight Community Broadband in Wilson subsequently began offering service outside of Wilson. But officials in both states sued the FCC and in August won reinstatement of their laws that protect private ISPs from municipal competitors. In mid-September, the Wilson City Council reluctantly voted to turn off the fiber Internet service it provides to customers outside Wilson city limits. But that decision was reversed in a City Council vote last week, The Wilson Times reported. (The news came to our attention today via DSLReports.) A Wilson Times editorial reported: "City leaders are walking a tightrope as they balance their desire to keep Vick Family Farms in rural Nash County and 200 customers in the Edgecombe County town of Pinetops connected to Greenlight with their obligation to obey a federal court ruling that blocks the municipal broadband service from branching out beyond county lines. The council agreed Thursday night to provide six months of free internet access and phone service to Greenlight customers outside Wilson County while Wilson lobbies the General Assembly for permission to keep the town connected on a permanent basis."
The Military

Greenland Is Very Mad About the Toxic Waste the US Left Buried Under Its Ice (vice.com) 208

Kate Lunau, reporting Motherboard:Greenland isn't happy about being treated as a dumping ground for abandoned US military bases established at the height of the Cold War -- and in a newspaper editorial, it's calling on Denmark to deal with the mess left behind by the Americans, since the Danish long ago took responsibility for them. This editorial notes that, after decades, Greenland is "losing its patience." One of the abandoned bases, called Camp Century, is full of nasty chemicals and some radioactive material, as Motherboard previously reported. At Camp Century, which was built in 1959, soldiers called "Iceworms" practiced deployment of missiles against Russia and literally lived inside the ice. When the US decommissioned the base in the 1960s, the military left basically everything behind, thinking that its waste would stay locked up in the Greenland ice sheet forever. Well, climate change has made that unlikely. Melting ice threatens to expose all kinds of toxic debris in decades to come, and Greenland wants it cleaned up, now.
Yahoo!

Moving Beyond Flash: the Yahoo HTML5 Video Player (streamingmedia.com) 96

Slashdot reader theweatherelectric writes: Over on Streaming Media, Amit Jain from Yahoo has written a behind-the-scenes look at the development of Yahoo's HTML5 video player. He writes, "Adobe Flash, once the de-facto standard for media playback on the web, has lost favor in the industry due to increasing concerns over security and performance. At the same time, requiring a plugin for video playback in browsers is losing favor among users as well. As a result, the industry is moving toward HTML5 for video playback...

At Yahoo, our video player uses HTML5 across all modern browsers for video playback. In this post we will describe our journey to providing an industry-leading playback experience using HTML5, lay out some of the challenges we faced, and discuss opportunities we see going forward."

Yet another brick in the wall? YouTube and Twitch have already switched to HTML5, and last year Google started automatically converting Flash ads to HTML5.
Communications

The Verge's Deputy Editor Chris Ziegler Was Secretly Working For Apple For Two Months (gizmodo.com) 80

An anonymous reader quotes a report from Gizmodo: Late this afternoon, Nilay Patel, the editor-in-chief of The Verge, published a post detailing the circumstances around the departure of Chris Ziegler, a founding member of the site. As it turns out, according to Patel, Ziegler had been pulling double duty as an employee of both The Verge and Apple. "The circumstances of Chris' departure from The Verge raised ethical issues which are worth disclosing in the interests of transparency and respect for our audience," Patel wrote. "We're confident that there wasn't any material impact on our journalism from these issues, but they are still serious enough to merit disclosure." According to Patel, Ziegler, whose most recent post was published in July, began working for Apple in July but didn't disclose his new job; The Verge apparently didn't discover he'd been working there until early September. Patel noted that Ziegler continued to work for The Verge in July, but "was not in contact with us through most of August and into September." What's not clear is how The Verge leadership went six weeks without hearing from their deputy editor or taking serious action (like filing a missing person's report) to try to find him. Patel says they "made every effort to contact him and to offer him help if needed." Patel noted the obvious conflict of interest, and added that Ziegler was fired the same day they verified his employment at Apple. "Chris did not attempt to steer any coverage towards or away from Apple, and any particular decisions he helped make had the same outcomes they would have had absent his involvement," Patel wrote. However, it's still unclear how exactly the team at Vox Media, The Verge's parent company, ascertained there was no editorial consequences from the dual-employment. You can read Patel's full statement here. Vox Media's Fay Sliger followed up with a statement to Gizmodo: "Chris is no longer an employee of The Verge or Vox Media. Chris accepted a position with Apple, stopped communicating with The Verge's leadership, and his employment at The Verge was terminated. Vox Media's editorial director Lockhart Steele conducted an internal review of this conflict of interest, and after a thorough investigation, it was determined that there was no impact on editorial decisions or journalism produced at The Verge or elsewhere in Vox Media. We've shared details about this situation with The Verge's audience and will continue to be transparent should any new information come to light."
Medicine

Sugar Industry Bought Off Scientists, Skewed Dietary Guidelines For Decades (arstechnica.com) 527

An anonymous reader quotes a report from Ars Technica: Back in the 1960s, a sugar industry executive wrote fat checks to a group of Harvard researchers so that they'd downplay the links between sugar and heart disease in a prominent medical journal -- and the researchers did it, according to historical documents reported Monday in the journal JAMA Internal Medicine. One of those Harvard researchers went on to become the head of nutrition at the United States Department of Agriculture, where he set the stage for the federal government's current dietary guidelines. All in all, the corrupted researchers and skewed scientific literature successfully helped draw attention away from the health risks of sweets and shift the blame to solely to fats -- for nearly five decades. The low-fat, high-sugar diets that health experts subsequently encouraged are now seen as a main driver of the current obesity epidemic. The bitter revelations come from archived documents from the Sugar Research Foundation (now the Sugar Association), dug up by researchers at the University of California, San Francisco. Their dive into the old, sour affair highlights both the perils of trusting industry-sponsored research to inform policy and the importance of requiring scientists to disclose conflicts of interest -- something that didn't become the norm until years later. Perhaps most strikingly, it spotlights the concerning power of the sugar industry. In a statement also issued today, the Sugar Association acknowledged that it "should have exercised greater transparency in all of its research activities." However, the trade-group went on to question the UCSF researchers' motives in digging up the issue and reframing the past events to "conveniently align with the currently trending anti-sugar narrative." The association also chastised the journal for publishing the historical analysis, which it implied was insignificant and sensationalist. "Most concerning is the growing use of headline-baiting articles to trump quality scientific research -- we're disappointed to see a journal of JAMA's stature being drawn into this trend," the association wrote. But scientists disagree with that take. In an accompanying editorial, nutrition professor Marion Nestle of New York University argued that "this 50-year-old incident may seem like ancient history, but it is quite relevant, not least because it answers some questions germane to our current era."
Science

Sri Lanka, Once Severely Affected By Malaria, Now Absolutely Free Of It (thehindu.com) 30

The World Health Organization has declared Sri Lanka free of malaria, calling it a "remarkable public health achievement" for the Indian Ocean island, which was once the most affected nations in the world. The Hindu reports:Sri Lanka has become malaria-free. On September 5, the World Health Organisation officially recognised this huge public health achievement. The WHO certifies a country so when the chain of local transmission is interrupted for at least three consecutive years; the last reported case was in October 2012. With no local transmission reported, Sri Lanka's priority since October 2012 has been to prevent its return from outside, particularly from malaria-endemic countries such as India. There were 95, 49 and 36 cases reported in 2013, 2014 and 2015 respectively, all contracted outside Sri Lanka. In a commendable initiative, Sri Lanka adopted a two-pronged strategy of targeting both vector and parasite, undertaking active detection of cases and residual parasite carriers by screening populations irrespective of whether malaria symptoms were present.
Open Source

Netflix Finds x265 20% More Efficient Than VP9 (streamingmedia.com) 178

Reader StreamingEagle writes (edited): Netflix conducted a large-scale study comparing x264, x265 and libvpx (Google-owned VP9), under real-world conditions, and found that x265 encodes used 35.4% to 53.3% fewer bits than x264, and between 21.8% fewer bits than libvpx, when measured with Netflix's advanced VMAF assessment tool. This was the first large-scale study to use real-world encoder implementations, and a large sample size of high quality, professional content.A Netflix spokesperson explained why they did the test in the first place; "We wanted to understand the current state of the x265 and libvpx codec implementations when used to generate non-realtime encodes optimized for OTT use case. It was important to see how the codecs performed when testing on a diverse set of premium content from our catalog. This test can help us find areas of improvement for the different codecs."
Mars

NASA Announces New Mars Probe, While SpaceX Is Urged To Focus on Launches 84

NASA will land a new probe on Mars on November 26, 2018, "paving the way toward an ambitious journey to send humans to the Red Planet," according to one NASA official. The $828 million project will investigate how the planet was formed, NASA announced Friday, calling it "an unparalleled opportunity to learn more about the internal structure of the Red Planet."

Meanwhile, long-time Slashdot reader taiwanjohn shares an editorial published by Ars Technica the same day, titled "We love you SpaceX, and hope you reach Mars. But we need you to focus." Noting that SpaceX receives the majority of its funding from NASA, the site's senior space editor writes that the company's business model requires that they ultimately deliver a reusable launch system. "I understand SpaceX has a master plan -- the company wants to colonize Mars... But at some point you have to focus on the here and now, and that is the Falcon 9 rocket... if there is no Falcon 9, there is no business."
In a related story, Saturday NASA's history office shared a photograph from the Viking 2's landing on the surface of Mars -- which happened exactly 40 years ago.
Facebook

Facebook Says Humans Won't Write Its Trending Topic Descriptions Anymore (recode.net) 76

Following a former Facebook journalist's report that the company's workers routinely suppressed news stories of interest to conservative readers from the social network's Trending Topics section, the company has been in damage control mode. First, the company announced it would tweak its Trending Topics section and revamp how editors find trending stories. Specifically, they will train the human editors who work on Facebook's trending section and abandon several automated tools it used to find and categorize trending news in the past. Most recently, Facebook added political scenarios to its orientation training following the concerns. Now, it appears that Facebook will "end its practice of writing editorial descriptions for topics, replacing them with snippets of text pulled from news stories." Kurt Wagner, writing for Recode: It's been more than three months since Gizmodo first published a story claiming Facebook's human editors were suppressing conservative news content on the site's Trending Topics section. Facebook vehemently denied the report, but has been dealing with the story's aftermath ever since. On Friday, Facebook announced another small but notable change to Trending Topics: Human editors will no longer write the short story descriptions that accompany a trending topic on the site. Instead, Facebook is going to use algorithms to "pull excerpts directly from stories." It is not, however, cutting out humans entirely. In fact, Facebook employees will still select which stories ultimately make it into the trending section. An algorithm will surface popular stories, but Facebook editors will weed out the inappropriate or fake ones. "There are still people involved in this process to ensure that the topics that appear in Trending remain high-quality," the company's blog reads.
Media

Gawker.com To End Operations Next Week (gawker.com) 134

After nearly 14 years of operations, Gawker.com will be shutting down next week, the company's outgoing CEO Nick Denton told the staff Thursday. The decision comes days after Univision said it would buy Gawker Media properties -- Gizmodo, Jezebel, Kotaku etc (but not Gawker.com) -- for a sum of $135 million. The publication is currently in the middle of multiple lawsuits, with billionaire Peter Thiel revealing his clandestine legal campaign against the company. In a blog post, Gawker made the announcement. From the story:Nick Denton, the company's outgoing CEO, informed current staffers of the site's fate on Thursday afternoon, just hours before a bankruptcy court in Manhattan will decide whether to approve Univision's bid for Gawker Media's other assets. Staffers will soon be assigned to other editorial roles, either at one of the other six sites or elsewhere within Univision. Near-term plans for Gawker.com's coverage, as well as the site's archives, have not yet been finalized.
Twitter

Stopping Trolls Is 'Now Life and Death For Twitter', Argues Backchannel (backchannel.com) 637

"This is the year that Twitter's future will be determined," argues Backchannel's editorial director, noting that Twitter's revenue growth is slowing, and "None of the features that cofounder Jack Dorsey has introduced since he returned to the company as CEO last year have succeeded in attracting new users." But Backchannel suggests it's because the trolls "are winning," discouraging new sign-ups and driving existing customers to leave. "We suck at dealing with abuse and trolls on the platform, and we've sucked at it for years," Twitter's CEO wrote in an internal memo in 2015. Backchannel argues bluntly that Twitter "has a hate problem." New submitter mirandakatz writes: It's been exactly three years since Twitter first promised to solve its harassment problem. In those three years, the company has made countless such promises, introducing dozens of new "fixes" and even going so far as to ban notorious troll Milo Yiannopoulos last month. But still, abuse on Twitter continues, and stopping it is now critical to the platform's future success...
"Twitter did an excellent job of inventing a digital platform for realtime idea exchange, but it has yet to create the feature that allows the community itself to ferret out the abusers..." writes Backchannel. "And if it cannot figure out how to eradicate the harassers, Twitter's other challenges will remain intractable."
Government

Almost Half Of All TSA Employees Have Been Cited For Misconduct (mercurynews.com) 128

Slashdot reader schwit1 writes: Almost half of all TSA employees have been cited for misconduct, and the citations have increased by almost 30 percent since 2013... It also appears that the TSA has been reducing the sanctions it has been giving out for this bad behavior.
Throughout the U.S., the airport security group "has instead sought to treat the misconduct with 'more counseling and letters that explain why certain behaviors were not acceptable'," according to a report from the House Homeland Security Commission, titled "Misconduct at TSA Threatens the Security of the Flying Public". It found 1,206 instances of "neglect of duty", and also cited the case of an Oakland TSA officer who for two years helped smugglers slip more than 220 pounds of marijuana through airport security checkpoints, according to the San Jose Mercury News.

The newspaper adds that "The misconduct ranges from salacious (federal air marshals spending government money on hotel rooms for romps with prostitutes) to downright dangerous (an officer in Orlando taking bribes to smuggle Brazilian nationals through a checkpoint without questioning)." Their conclusion? "The TSA's job is to make airline passengers feel safer and, not incidentally, actually make us safer. It's failing on both."
Businesses

Why Tech Support Is (Purposely) Unbearable 209

HughPickens.com writes: Getting caught in a tech support loop -- waiting on hold, interacting with automated systems, talking to people reading from unhelpful scripts and then finding yourself on hold yet again -- is a peculiar kind of aggravation that mental health experts say can provoke rage in even the most mild-mannered person. Now Kate Murphy writes at the NYT that just as you suspected, companies are aware of the torture they are putting you through as 92 percent of customer service managers say their agents could be more effective and 74 percent say their company procedures prevented agents from providing satisfactory experiences. "Don't think companies haven't studied how far they can take things in providing the minimal level of service," says Justin Robbins, who was once a tech support agent himself and now oversees research and editorial at ICMI. "Some organizations have even monetized it by intentionally engineering it so you have to wait an hour at least to speak to someone in support, and while you are on hold, you're hearing messages like, 'If you'd like premium support, call this number and for a fee, we will get to you immediately.'" Mental health experts say there are ways to get better tech support or maybe just make it more bearable. First, do whatever it takes to control your temper. Take a deep breath. Count to 10. Losing your stack at a consumer support agent is not going to get your problem resolved any faster and being negative in your dealings with others can quickly paint you as a complainer no one wants to work with. Don't bother demanding to speak to a supervisor, either. You're just going to get transferred to another agent who has been alerted ahead of time that you have come unhinged. To get better service by phone, dial the prompt designated for "sales" or "to place an order," which almost always gets you an onshore agent, while tech support is usually offshore with the associated language difficulties. Finally customer support experts recommended using social media, like tweeting or sending a Facebook message, to contact a company instead of calling. You are likely to get a quicker response, not only because fewer people try that channel but also because your use of social media shows that you know how to vent your frustration to a wider audience if your needs are not met.

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