A new method for handling complaints at the T?

Nomi recounts an issue she had this morning with her monthly Link Pass (she couldn't get in the station at first because the machine misread her card) - and her failed quest to try to get somebody at the T on the phone to let them know somebody at Harvard station was giving out incorrect information:

... Oy. I don't know what sorts of idiots they're hiring there," the phone person said. She then transfered me to the Automated Fare Collection office. Where I got someone's voicemail, so I left a message.

I then called the T's complaint line to complain about the disinformation that the (first) official at Harvard was passing on. And the line rang and rang and rang and rang, with no voice mail or human picking up. ...