Archive for the 'Japan' Category

Temp workers

Friday, July 4th, 2008

Yesterday it was reported that Japan is considering a revision of the regulations governing temp workers, including the following section that might be rather difficult for most people to really understand.

The revised law will also tighten regulations on the industry practice of sending workers exclusively to certain clients or setting up a company for that purpose.

The practice allows client companies to use workers as nonpermanent employees because they are dispatched from a temp staff agency, thus cutting labor expenses.


To explain what this means, let me briefly discuss the labor situation at the private university in Japan where I worked for one year, from 2006-2007. In general, workers were divided into three categories: regular employees, contract employees, and part timers.

Regular employees were for the most part those hired through Japan’s so-called “shushoku” system of formalized job hunting that allocates the majority of good corporate jobs to fresh university graduates. In this university, almost every regular employee was hired through the shushoku system, and every regular employee I knew under the age of perhaps 30 or 35 was also a graduate of the same university. Some of the elder employees, such as the middle aged manager of my office, had been mid-career hires, but only after a couple of decades of work elsewhere. Regular employees are, in typical Japanese office style, expected to work long and pointless hours of overtime, and while they are contractually allowed to request overtime pay and use vacation days freely, unwritten social expectations prevent most from doing so. Many of these regular employees will spend their entire career in the same job, being gradually promoted based on a combination of seniority and merit. Merit probably factors in more than in the past but still less than would be desirable, and far more of them will also leave for another job at some point than in decades past. I would estimate that regular employees constituted about 25% of the office staff.

Contract employees are hired on what is effectively a three year contract, but is actually a one year contract with two renewal options. The contract stipulates a modest raise in the second and third year, but after the third year it is over and it is impossible for the employee to continue working there, no matter how much they want to or how good they are at their job. Since contract employeed were approximately half of the staff (at least in my office) this leads to an enormous waste of know-how and causes great inefficiency, as staff turnover is kept artificially high, and forces a lot of wasteful training. I am told that the reason for this system is that the labor regulations would require those modest annual raises to continue year after year, and so the university has taken the route of hiring employees with an expiration date, and then replacing them with fresh employees at the base salary. Contract employees leave exactly when the official shift is over, and if they actually have to due overtime due to excess work, will always request overtime pay for it. They have no long-term prospects, and it is impossible to move from being a contract worker to being a regular worker, no matter how competent or essential the person is. It is in fact possible for a former contract worker to start again on a fresh three year contract-at base salary level-but only after an insulting 6 month cooling off period, during which one is presumably and collecting unemployment insurance (which in Japan covers 3 months of payments after a contract concludes).

Part timers, who are almost all married woman who have young children in school and would have been housewives a generation ago, do essentially the same work as contract employees, but at significantly less pay and without benefits. I have no idea if they are theoretically limited in their employment duration, but without even the contract employee’s meager raises, why would they want to?

Now here is where the above quote comes in. There was a woman working in a different office from mine whose three year contract had expired. She liked her job and her co-workers, and her boss very much wanted her to stay, but under the rigid and bizarre employment system they had, it seemed that there was no way for her to stay. But she was offered an alternative, which involves a bizarre legal three card monty trick.

The university is a private, non profit, educational corporation. But they also “outsource” certain functions to a “joint stock company” (K.K. in Japanese terms) of which all shares are in fact held by the university. Various services such as cleaning, stocking, and certain other things I am not specifically clear about are sub-contracted to this company which is separate on paper, but has an office within the university, and whose board members are in fact staff of the university.

This woman, whose contract was expiring, was told that she could keep her same job, same desk, same duties, continue to work with her friends-but she would in fact be technically hired on a fresh contract by this shady subsidiary corporation and then dispatched as a temp to the university. Of course, being hired as a temp through a “third party” she would be taking a pay cut. Intelligently interpreting this as an insulting and demeaning offer, she declined the “new” position.

This, in short, is one of the types of hiring practice that the proposed new regulations are hoping to address.

Another obituary: My Osaka alma mater

Wednesday, July 2nd, 2008

My first trip to Japan was to spend a year in the Rotary Youth Exchange program at a high school in Osaka. The school hosting me was Ogimachi Senior High, which closed its old campus earlier this year in order to prepare for a 2010 merger with Konohana Sogo Senior High. (The two schools will share a new campus near Nishi-Kujo for the next two years.)

Ogimachi was founded in 1921 as a girls’ high school in the Ogimachi district of northern Osaka, just east of Umeda. After the school was destroyed by American bombers in 1945, it wandered around nomad-like to temporary facilities in Temma and Horikawa before getting a new dedicated facility in Dojima, west of Umeda, in 1948. It became co-educational at that time by swapping students with Osaka Senior High School.

The school moved to a new campus on Nakanoshima (between the Rihga Royal Hotel and the science museum) in 1957, and was still located there when I was a student. By that time, the place was basically falling apart: we could peel the tiles from the floor. It was miserably hot in the summer, when only the computer room and language learning lab had air conditioning, and miserably cold in the winter, when we had to hurriedly warm our hands over a gas heater between classes just to keep holding our pencils for the next hour.

As the state of repair might indicate, Ogimachi was not a very high-grade school. I was in the “humanities course,” which sort of resembled what Americans would call a magnet program, but even the kids in that course were lower-middle-class at best and didn’t have particularly high academic or career aspirations. This shattered many of my preconceptions about Japanese education, since I had always assumed (in my teenaged intellectual shell) that they had high levels of ambition in order to put up with the rigmarole of crazy exams.

I try to keep in touch with classmates when I can, and had a chance to meet many of them again at a reunion a couple of years ago. (This was the trip during which I photographed Mount Fuji from the plane.) They were all basically shocked to hear that I was working in Japan, and even moreso to hear that I was working at a law firm in Tokyo. Nearly a decade since we went to school together, here’s where they are:

  • Two, who I always considered to be “goofy,” are working as salesmen at a pharmaceutical company in Osaka (I went out drinking with them when they visited Tokyo for a trade show). They were into fishing when we went to school together, but have since switched hobbies to motorcycles.

  • One is a JR conductor. At our reunion people were egging him to recite announcements for various trains (e.g. “Do the Yamatoji Rapid Service!”)

  • One, who I always considered to be the most intelligent (a Chinese kid from Shanghai who spoke perfect English in addition to Japanese and Chinese dialects), sells AU phones in Shinsaibashi.

  • One very otaku-ish girl, who was in the art club and kendo club, is now apparently in the Self-Defense Forces. (I had a crush on her back then and I think the SDF bit has made it stronger.)

  • The Judo Nazi, who I wrote about in my very first post at Mutantfrog, has disappeared and nobody seems to know what happened to him.

  • My two best friends from the school are working as a social worker and a truck driver.

Anyway, it saddens me to know that one of the key institutions which introduced me to Japan will soon be no more. It saddens me even more to know that the post-merger school will have one of the most obnoxious names ever conceived for a school: “Saku Ya Kono Hana Senior High” (咲くやこの花高等学校).

Oh well, there goes what little alumni pride I had. At least I can still say I went to Carnage Middle School (albeit for about six months).

Tokyo’s future railway lines

Saturday, June 28th, 2008

In January 2000, the Ministry of Land, Infrastructure and Transport released a detailed study on how the Tokyo mass transit network could be expanded over the next 15 years. (Japanese text is here.) Many of the ministry’s suggestions have since been fulfilled, including the completion of the Oedo Line, Saitama Rapid Railway, Tsukuba Express, Nippori-Toneri Liner and Fukutoshin Line. But there are still a number of lines which have yet to be finished, and here are the most likely candidates to be built:

  • Narita Airport Railway
    Under construction – opening in 2010
This is probably the best-known railway project under development in the Tokyo area, as it has been on the drawing board for about 25 years (roughly since the cancellation of the planned shinkansen to Narita) and is finally under construction. It provides a more direct route from central Tokyo to Narita Airport by extending the existing Hokuso Railway line through the outskirts of Narita City. The line is expected to make the Skyliner journey about 15 minutes shorter (36 minutes from Nippori as opposed to the current 51 minutes).

  • Tohoku Line (Re-)Extension
    Under construction – opening in 2013
This extends the Takasaki Line and Utsunomiya Line, which currently terminate at Ueno, southward to Tokyo Station. There will be no stops at the stations in between (Okachimachi, Akihabara and Kanda). The main goal is to draw traffic away from the Yamanote and Keihin-Tohoku Lines, which are both really overcrowded in this corridor. (Joban Line communities are also lobbying to extend their service to Tokyo Station, but this would be logistically more difficult.)

This line actually used to exist but was cut off in 1973 so that the Tohoku Shinkansen could be extended to Tokyo Station over the Tohoku Main Line’s right-of-way. Opening the connection again will allow through service with the Tokaido Line, similar to the existing connection between the Sobu and Yokosuka lines. The main obstacle is (as you might expect) local citizens’ groups, who are calling on JR to “stop the heat island” (whatever that means). Despite their protests, JR started construction earlier this summer and plans to build the line over the next five years (i.e., really really slowly).

  • Yurakucho and Hanzomon Line Extensions
    Proposed for construction by 2015
The Yurakucho Line extension would run from Toyosu to Noda City in Chiba Prefecture, following a roughly northward course through Sumiyoshi, Oshiage and Kameari in eastern Tokyo. The Hanzomon Line extension would follow a similar course (perhaps even using the same tracks) up to Yotsugi, but track off toward the east to terminate in Matsudo.

A few bedroom towns in Chiba and Ibaragi are lobbying to have these extensions built, but Tokyo Metro cut off its construction budget with the Fukutoshin Line project and is not officially planning to extend any other lines, at least for now. I really hope they get around to this, though, because the Joban Line is inhumanely overcrowded during rush hour, even with 15-car trains.

  • Sobu-Keiyo-Keisei Connector
    Proposed for construction by 2015
This would be a line from Shin-Urayasu on the Keiyo Line through Funabashi Station on the Sobu Line to Tsudanuma Station on the Keisei Line, hooking up the three main Tokyo-Chiba railway lines. The main purpose is to divert traffic from the overcrowded Sobu Line onto the less popular Keiyo Line; the main carrot for doing this would be through service with the Rinkai Line (and, by extension, the Saikyo Line), allowing direct service from Chiba to the major terminals on the west side of Tokyo.

This plan is apparently still on the drawing board, but sounds pretty promising given all the development going on around the Chiba waterfront. It would probably be good for foreign visitors to Disneyland and Tokyo Big Sight as well.

  • Asakusa Line spur to Tokyo Station
    Proposed for construction by 2015
The Asakusa Line runs parallel to the JR trunk lines that serve Tokyo Station, but stays a few blocks away inside the financial district. The plan is to build a Y-shaped spur off of the west side of the Asakusa Line which would connect the line to an underground platform at Tokyo Station.

Most significantly, this would open up a new direct route from Tokyo Station to both Haneda and Narita Airport, potentially putting Keisei and Keikyu in even more direct competition with JR for airport-bound passengers. There is some speculation (e.g. among Wikipedia) that the Tokyo government may build additional passing tracks on the Asakusa Line to allow for high-speed direct trains between Haneda and Narita, which would likely become more necessary as regional international flights are moved from Narita to Haneda.

  • Kan-nana and Kan-hachi Lines
    Proposed without a deadline
These two lines would go through the outer wards of Tokyo at a radius of about 10km from the city center, roughly following the paths of Kan-nana and Kan-hachi Streets. The major stops along this route would include Haneda Airport, Futako-Tamagawa, Ogikubo, Tobu Nerima, Akabane, Nishi-Arai, Kita-Ayase, Kameari, Aoto and Kasai-Rinkai-Koen.

The lines would provide train service to huge under-served portions of suburban Tokyo, but would likely be difficult and expensive to construct because of their length. There is also doubt regarding how this line would compete with the proposed Yurakucho and Hanzomon extensions, which would follow a similar routing in east Tokyo. I would vote in favor of these lines since I now live near the proposed corridor, but we’ll have to wait and see whether any funding comes out to build them.

Obituary: Mainichi WaiWai

Wednesday, June 25th, 2008

WaiWai is dead. WaiWai, we hardly knew you.

I like Yomiuri’s article on the matter, which says (in part):

The corner reportedly began carrying sensationalized stories on dubious topics containing seriously vulgar expressions over at least the past six years, with headlines such as “Fast food sends schoolgirls into sexual feeding frenzy.”

Yes, WaiWai, you will be missed. I guess us bloggers will have to pick up the slack, but it’ll be hard for us to match the style with which you brought all the crazy stuff from Japan to an international audience.

Switching to eMobile for handheld broadband in the ‘burbs

Tuesday, June 17th, 2008

So I switched my mobile phone service to eMobile. This was really part of a much bigger jump over the weekend: I moved from a tiny furnished apartment in central Tokyo to a larger and very Japanese-style apartment on the edge of the metropolis. So far, I can’t say it’s been a bad change. There’s plenty of sunlight out the window, a proper bathroom (unit baths suck!) and enough room to accommodate my [laughable] writing, studying and musical efforts.

One problem I had to solve was staying connected to the outside world. All I wanted was an internet connection: I don’t need a home phone (Skype has me covered there) and I don’t need TV. My building isn’t wired for DSL, so the cheapness of broadband would be outweighed by the cost and hassle of installation.

After some head-scratching, I recalled that eMobile’s basic data plan offers unlimited use of mobile broadband at slow DSL speeds for about 5,000 yen a month. Then I realized that I could get one of their phones and plug it into my laptop’s USB port for unlimited internet access at slower-than-DSL speeds for about 7,500 yen a month, about the same as my average DoCoMo bill (basic plan plus “pake-hodai” and a couple of network services). So I went with eMobile’s basic “smart phone,” the S11HT “eMonster.” I bought it on Friday and have been using it constantly since then.

I am quite pleased so far. I wanted to get a phone with a keyboard for a while. I eyed Softbank’s offerings with interest last year, but was put off by advice from several people that the software sucked (I even heard this from a Softbank sales lady in Roppongi). A friend of mine then bought Softbank’s “Internet Machine,” which is packed with features (including television and GSM roaming) but costs more than my laptop did and, like most Japanese phones, has a unique operating system. Overall, the eMonster does a good job of balancing the sort of things that a fast-paced international digital individual (like yours truly) really needs in life.

The upsides:

  • Internet is very fast, both on the handset and on a connected PC. I’m not sure whether I’m actually getting the full 3.7 mbps on this thing, but it sure feels responsive; faster, at least, than the heavily firewalled LAN connection at work.

  • Can access any email account with a POP or IMAP server. I now get my Gmail messages straight to my phone. There is also third-party software which allows syncing with Google Calendar (which I also sync to my Outlook calendar at work) and Remember the Milk, meaning that I can have the same calendar and task list on my home computer, work computer and phone. Awesome.

  • There are multiple input methods. In addition to the slide-out keyboard, there is a Palm Pilot/Pocket PC-style touchscreen with stylus (which you can use to handwrite characters or tap an on-screen keyboard), a Blackberry-style clicking scroll wheel in the corner, and a directional pad at the base of the phone. Although this encourages a lot of fiddling to find the easiest way to accomplish any given task, it also makes it easy to find a control method that “feels right.”

  • Media integration is quite straightforward; just drag and drop folders of mp3s from the hard drive to the device, then Windows Media will pick up the files on a simple directory scan and catalog them appropriately.

  • There is a lot of third party software available for Windows Mobile, like Pocket Dictionary and Pocket Mille Bornes (I hadn’t played that game since I was eleven, and I had forgotten how good it is). No more paying monthly fees or signing up to newsletters just to play downloaded games (as DoCoMo generally requires).

  • I can run Skype on my phone to call people overseas for next to nothing, although so far I can’t get it to work through the phone’s earpiece—only through speaker or headset.

The downsides:

  • eMobile’s network is not as strong as any of the big three providers. In Tokyo, the main place you notice this is on the subway and in basements, as there is never any signal underground (although you can get a good signal above ground anywhere in the 23 wards).

  • No RFID chip for mobile payments. I was quite fond of the Suica chip in my DoCoMo phone, as I could charge it with my credit card and roam the city at will. Now I’m back to using a Pasmo card which I have to recharge with cash—bummer.

  • The GPS seems more erratic than my Docomo phone’s. Usually it’s off by several blocks.

  • Battery life isn’t great when the phone is on 3G and syncing data all day. It’s just about enough: I charged the phone overnight on Sunday and was down to my last bar of battery when I got home from work on Monday. If you plan on spending the night in an atypical location, you’ll need to bring a charger with you.

  • Contact management is really complicated in comparison to most mobiles, since Windows Mobile uses a slightly simplified version of Outlook.

  • No international roaming. Not a huge deal for me, since my DoCoMo phone could only roam in Europe and certain developed countries in Asia. The WiFi feature largely makes up for this anyway, especially since my family’s house in South Carolina has a good DSL connection and wireless router.

Mr. Chang - Mr. Oyama

Sunday, June 15th, 2008

After having my aching knee MRI-ed and examined by a sports medicine specialist at Kyoto University Hospital last week and been told that the problem wasn’t particularly serious and that riding a bicycle should be safe, I decided to finally go and buy one. I asked a Japanese girl I know who is a bit of a bicycle otaku to accompany me on the shopping trip so I would be decently advised in buying something a few times the price of the crappy mama-chari I rode during my previous two periods of residence in Kyoto, and she took me to a shop she likes inside the Sanjo Shotengai. After picking out the bike I wanted and the accessories that needed to be attached, I went out to the east exit of the shotengai to withdraw some cash at the 7-11 and grab something to drink.

With a cold drink in hand (Thursday was a bloody hot afternoon in Kyoto), I sat down on the bench just outside the convenience store next to a middle aged man smoking a cigarette, in the typical fashion of a 50-ish Japanese guy who would be hanging out with a cigarette in front of a 7-11 in the middle of the afternoon, and looking over his envelope of documents. I had my headphones on, listening to some podcast or other, but the man said hello, and having an hour to kill before my bike was ready I took off the headphones and talked to him for a bit.

When I asked his name, instead of just telling me, he reached into his wallet and pulled out, to my mild surprise, an Alien Registration card very much like mine. I say very much, because there were a few important differences. The first being that, as the card of a Korean national permanent resident, the fields for such information as “Landing date” and “Passport number” were filled with asterisks instead of numbers, and the name field contained both his legal Korean family name of Chang (I will leave the personal name out) as well as a Japanese family name of Oyama, in parenthesis and with the same personal name for both.

Mr. Chang was born and raised in the south part of Kyoto, where the so-called Zainichi Koreans are clustered, and described himself as “basically half-Japanese” despite having Korean citizenship and speaking Korean. He is the oldest of three children, at 55, with a younger brother practically half his age at 29 who is currently in graduate school at Kyoto University and a younger sister in the middle, around 40 years old. He mentioned that when he was younger his Korean was good enough to do simultaneous translation, for which he would practice by reading the Japanese newspapers aloud to himself in Korean, but these days he has gotten a bit rusty. Although he was actually born with North Korean (DPRK) citizenship, he changed it to South Korean (ROK) years ago, as traveling abroad is extremely difficult for DPRK citizens. He mentioned having visited New York, which I presume would have been virtually impossible as a North Korean. He also spoke more English long ago, when for a time he lived with an English woman who had no interest in learning to speak Japanese (or, presumably, Korean, although he did not even mention that possibility) but says that these days he would not even be able to string a sentence together.

Now essentially retired, aside from having to take care of certain kinds of corporation registration and tax documents such as the envelope he was holding, he is the owner of three different companies, which include several drinking and eating establishments in Kyoto, Osaka and Nagoya. He started with one izakaya 30 years ago out in the “sticks” of southern Kyoto, then opened another in Nagoya, and now at the end of his career has reached a high level of success as owner of a highly priced Gion hostess bar.

He was quite keen to talk about how the hostess club is an important part of Japanese culture, the high pricing of and lack of sexual availibility therein often baffles and angers foreigners. He mentioned that on a few occasions foreigners came to the club, and were then outraged at the final tab, not understanding that this was not the sort of place one goes for a drink if one is the sort of person who worries about the tab. There was a specific anecdote about a Turkish man who, while not outraged about the price per-se, was quite angry that such a sum of money did not allow him to bring one of girls home with him. The problem, Mr. Chang explained, was that in the West there is not such a clear distinction between businesses which provide girls for “fun” (i.e. hostesses) and those which provide girls for sex. In his own country, the Turkish gentleman would be able to take the girl home for a night of what he might consider “fun” but in Japan, there are entirely separate businesses which cater to the physical. This is, he said, the modern version of the Geisha system, which in the past also separated the working girls into those for higher and lower pleasures.

But Mr. Chang does not actually spend time in any of his bars or clubs anymore-not even the hostess bar in Gion. He has cancer, and it has metastized beyond the realm of surgical efficacy, not leaving him long for this world. As owner he takes care of the paperwork, but no longer does anything one might actually call work. The pain of the cancer is often intense, and he has trouble sleeping at night. He is close with a singer in Tokyo, who sings to him over the phone when the cancer pain keeps him up at night, until the gentle voice lulls him to sleep, with the reciever falling off to the side.

He never had any children, but he wanted to do something positive for the world, to “make up for [his] sins.” To that end, he has become the official sponsor of an AIDS hospice in Chiang Mai, Thailand, whose several-dozen residents are all, as he says, his children. Although he is the active sponsor, he was not the sole fundor. To gather funds for the community, building their bungalows, providing their education and health care, he went around to all of the “shady characters” he knew from his business dealings over the years- the fellow bar owners, the real estate people, the local yakuza-and strongarmed donations out of them. “Think about what you did to get that money,” he says he told them, “surely you can spare a few yen for this.” It turned out that they could. Tragically, every time he visists there are “those who are no longer there.” He can afford to make them comfortable and provide some level of treatment, but the drugs cocktail that keeps wealthy first-world AIDS patients alive indefinitely is still too expensive in mass quantities.

And so it was time for Mr. Chang to pick up his laundry and drop his papers off at city hall, and for me to pick up my new bicycle. He asked if I would be willing to give him some English refresher lessons, so he could have some simple exchanges with the foreigners that came into his establishment, despite having said that he no longer spent any time there. While I do not normally have any interest in English conversation tutoring, I gave him my phone number.

Japan’s less-publicized “connection” with African commodities

Thursday, June 5th, 2008

The Japan-Africa thing might be last week’s news, but better late than never:

This Japan Times feature, ran to coincide with Japan’s hosting of the Tokyo International Conference on African Development did a good job of putting an identifiable and good-natured face on the conference’s goals, whatever they might have been. How better to bring the Japanese taxpayers around to supporting aid to Africa than to emphasize the “connections” between Africa’s sweet, sweet resources and Japanese daily life?

Few Japanese may be knowledgeable about far-away Africa, but the continent’s exports affect daily life here.

With the Wednesday start in Yokohama of the fourth Tokyo International Conference on African Development, one should pause and take a quick glance at facts and figures about the continent’s many valuable and necessary commodities.

Here in Japan, you might start the day with a cup of coffee from Ethiopia, the fifth-largest supplier of raw coffee beans to this nation, after Brazil, Columbia, Indonesia and Vietnam.

...
Uganda and Zambia meanwhile ship cobalt, essential for making batteries that go into computers, mobile telephones and digital cameras.

The off-hand mention of Ugandan cobalt reminded me of a recent NPR report on the world’s largest uranium mine, which is also a significant source of cobalt. The reporter breezily explains, “As mines go, it’s a honey. It has high-quality ore and a history of saving the Allies during World War II.”

Of course, the reporter is referring to the mother of all life-saving American freedom bombs—the two atomic bombs dropped on Hiroshima and Nagasaki. Perhaps that’s one connection to Africa the Japanese aren’t so keen on being reminded of.

DSL in Japan, update

Thursday, May 22nd, 2008

I mentioned the other day how it takes an entire month of waiting to get DSL installed in Japan, due to control of the local loop remaining entirely with the former government monopoly telecom NTT, while service can be provided by a variety of competitors. One of the interesting side effects of this is that no matter who your provider is, the physical line installation at the home is still performed by NTT. And because installation will be performed not by my service provider KDDI, instead of having the installer bring along the modem and accessories, they mail it in advance. I am not sure if this is because NTT refuses to cooperate and deliver the modem for another company’s service, despite being legally obligated to perform the local loop installation required for service connection, or if KDDI (I think Softbank does the same thing, but I forget) has merely decided that it is logistically simpler to send modems through the package delivery infrastructure.

And speaking of the package delivery infrastructure, I was very impressed by Kuroneko Takkyubin’s service. When I got home last night at around 8:30 there was one of those failed delivery notification notices in my mailbox. Oddly, the time written on it was 10 o’clock, which makes not sense at all, since I was at home until around 11am, and it was still well before 10pm. Regardless, the notice had the standard information on how to contact either the automated phone system, the internet website, or a live switchboard operator to schedule redelivery- but also had a somewhat astonishing fourth option: the cell phone number of the delivery truck driver who had attempted delivery that day. Since it said he was reachable until 9pm, I called up, the call was answered instantly, and once I told him my name and address, he said to stay and wait for him. I assumed I would be waiting for several minute, but there was a knock on my door, literally, at most two minutes later!

And thus is customer service in Japan-a melange of impenetrable bureaucracy and inflexible, pointless rules for some things, but in other areas some of the most helpful and convenient services found anywhere.