The phone people are sending emails to their programers/tier 2/etc and are told to say it till be done within 48-72 hours. Random person on the other side of the emails are dropping the ball, thus making the phone agents look bad, when in reality they can't do anything.
"extremist ideas" What would they consider extreme? Things that the media doesn't regurgitate? Questioning how the government is run? Asking "why" instead of accepting without question what their teachers tell them?