> The difference between a company genuinely caring about their customers' experience with their product, and one who will do whatever it takes to manage their

> The difference between a company genuinely caring about their customers' experience with their product, and one who will do whatever it takes to manage their public profile isn't all that different to all practical intents and purposes. But it sounds like joering (https://news.ycombinator.com/item?id=14395539 https://news.ycombinator.com/item?id=14395539) was describing precisely a practical difference: a company that genuinely cared about its customers' experiences would, it seems, have responded to attempts at direct contact, rather than responding only to a threat to its public profile.