OK, on topic. I was once stuck going from Gliwice to Katowice by osobowy/local train. I could have gotten there faster by jogging as we were stuck for almost an hour with no updates on the condition of the engine. This is why such Poles are criticised (most often by their own people). They just don't value customer service and allaying fears enough. Frayed nerves galore!
I have to agree with you. The lack of information is killing.
Once, I travelled by train from Szczecin to Warszawa in winter time. The engine broke just 200 m after the station of my town. I had two options: One, to get off the train, crawl through snow onto the platform then take a long walk home; or, wait until the engine is repaired or replaced and go to Warszawa to spend the night at my parents' flat there. The missing factor was the proper information, so I could make the right decision and save time.
Harry, the cable theft used to be common on the WKD commuter line here, too. WKD had to install alarm systems and strengten the cooperation between the railway security and the police. It has worked out.