You did right. Keep calling the GW. Cableguy is right, squeaky wheel gets the grease. If you get no response, go up to his captain. If that doesn't work call the head of the department. Be very cordial and describe that you understand that the GW's have a lot of calls and area to cover but you have not had a response at all. If you still get nothing check back with the department head. If still nothing you may call him and explain the bad press wouldn't help either of you but you are trying to get something done. My bet is the last step will be the first contact with the Head of the Department.