[Patentpractice] astonishing slowness from "helpaia"

[Jill Santuccio]

I realize I'm a fossil, but this is exactly while I always call AAU, Ombuds, etc. and no, it's not just to be serenaded by the USPTO Symphony while on hold for hours as I tend to other work.

Several of my colleagues think it's ridiculous to call instead of e-mail, but in addition to Carl's cautionary tale:
 a) regardless of the hold time I'll get an answer (even though the music is now on infinite loop in my brain)
 b) I will get a "case number" and a human being's name
c) because of b) I now have tangible data other than a blind e-mail box if/when we receive faulty information/guidance

I will say, there are some AAU folks (Janice specifically comes to mind) who truly are a joy to interact with. And I keep reminding myself that being in their seat these days likely is no picnic for them either.

~Jill