Gloria of Arlington's touche

We received this today, which reminds us to always be careful which words we use. At times, they don't apply:

"After waiting in the snowy street for 15 minutes wondering what
happened to the no-show 87 bus on Broadway in Arlington, I finally gave up and retreated back to my house. I logged on to the MBTA web site so see whether delays on that line were listed. My attention was caught, instead, by an announcement on the home page, 'MBTA Launches New Customer Service Dept.'

"When I clicked on the link, I was rather stunned to find this gem of a statement: 'In an effort to appease cranky riders and streamline the complaint process, the MBTA this month will open a centralized customer service department...' etc. etc. So I'm one of those 'cranky riders,' am I?

"Granted, the story wasn't written by the MBTA itself but [they used a news article from Metro - ed.] If the MBTA can't afford their own PR people to write stories for their website, at least they could do some judicious editing so we harried, hassled commuters who are all too often left standing literally in the cold, bus-less, don't feel as though we've just gotten a slap in the face after our ordeal."
- Gloria of Arlington