411 is a joke in this town

Yesterday i experienced what must surely be one of the minor signs of the apocalypse.

Needful of the phone number to a local pizza place and finding myself uncharacteristically removed from any networked device, I dialed 411 on my Verizon phone to get directory assistance.  It had been years since I last dialed 411 and my hopes for an efficient transaction were low.  James Earl Jones came on the line and artfully asked me for the city and state.  So far, so good.  I told him "Cambridge, Massachusetts" at which point he transferred me (busy man, I understand) to someone else who inquired about the name of the listing.  I said, "Harvard House of Pizza."  Then some hold music.  Then a mechanical, "we are connecting your call..."

Then the horrible thing happened: I was subjected to a recorded advertisement before my call went through.  I don't remember the exact nature or length of the ad because my eyes had caught on fire and started to boil at the sheer audacity of 411 charging me money, wasting my time and making me sit through an unwanted ad.  To the best of my memory, it was a movie ad and it lasted for 18 minutes.

Oh, then it said, "We're sorry, your call cannot be connected as dialed" and hung up.  Also, I probably paid $2.50 for this experience.

Questions:

1. When did 411 get this screwed up?  I've heard bad things about the state of the industry, but never thought it'd come to this. I bet "outsourcing" is the standard excuse, but there's something more sinister going on.

2. Do advertisers really get their money's worth generating this much ill will with the public?

3. Since this is clearly the most evil thing James Earl Jones has headed up since that giant-snake worshiping death cult in Conan the Barbarian, and that movie ends with Arnold Schwarzenegger becoming a head of state (look it up) after defeating Earl's minions, wouldn't it be cool if - stay with me now - as the real-life governor of the largest state, Arnold did battle with the evil Earl-headed 411 cult and restored honor and decency to directory assistance?  At least in California?  I urge my west coast readers to start a ballot initiative.  The witty campaign posters would Photoshop themselves!