Yup your right. You and I both know that the big fat suits will absorb every penny of profit and let their customers die until their precious "bottom line" suffers.
I was in no way making excuses for what is happening. If a company wants to offer stellar glitch free service then they will find a way. This company did not. This seems to be a national epidemic. Companies rake in profits then let their employees and customers rot. The suits should be forced to man the customer service phones for a week.
