In case you didn't notice, this newsletter has been "in limbo" for the past three weeks. Earthlink.net my ISP provider chose to provide some of their DSL customers with new "leading edge" service to get their computers up and running. (Guess who got lucky?) This "new service" (which I didn't want) required download of software from their internet site. Unfortunately I was one of the unlucky customers who did not receive an "invitation" to download the software along with a warning that failure to do so would mean I couldn't get "on line." I didn't discover these changes until I couldn't get on line several weeks ago.

I chose Earthink as my ISP because it had a highly reputable business image. Like many of you my business lives or dies by my computer including the links I require to do research, send and receive Email and deliver this newsletter. I appreciated the customer service-conscious technical support and customer service. But in recent months (hmmm...about the time it was purchased by AOL) my problems began. Incompetency became the watchword of technical support where each call (and a wait time for up to 25 minutes) yielded a requirement for the person on the other end of the line to "check his manual" to deal with my problem. And, every tech support person had a different resolution. So, dear readers, the advice I received after (no apology) learning I'd inadvertently been omitted from the information loop was to "go on line and download the new software." As my young friends say, "DUH?" After all, "Isn't the reason I called because I can't get on line?"

"Oh," was the response, "then you'll have to have our new CD."

"How soon can you get it to me?"

"It will be 5 to 10 business days."

That was just the start of more than two weeks without service which was followed by hours and hours of time to install the software which, I'd been told required (only) "a click and install."

I'm back on line but now have an extra step for logging on to the internet. So much for progress. Needless to say I got a lesson in dealing with frustration and anger, as I had no recourse but to submit and practice what I preach: patience and persistence.

In the mid-eighties, when I had a series of personal and professional losses, I crossed paths with Helen Lerner, M. D., author of Dance with Anger. She introduced me to a series of strategies for managing behavior when you're angry. They're posted for your perusal at my website here.

Meantime, my apologies to those of you who profess to be avid readers. I'm back. I hope you will continue to enjoy the musings from this end of the line. And for those of you who requested a cancel in the last month, "I'm sorry." Thanks to repercussions from the aforementioned problem I may not have received your request. You'll have to make it again.