Everyone has bad customer experiences. Over the last year, I’ve had a few myself: the cable company that sent the wrong installer to run a cable Internet line into my apartment; the mail order company that mailed me a card saying that a gift item I ordered was out of stock (it had my phone number and email address); the mail order prescription service that charged me twice for the same order (still working out that one).
The worst experience was with my phone company. The night before I left on my European vacation last summer, I picked up the phone — no dial tone. Since the call wasn’t urgent, I continued packing for my trip. Surely it was a glitch and would be fixed by the time I got home.