"He's young". "He's actually a nice guy". These are the kinds of statements that should only carry weight when you have a personal relationship. A relationship

"He's young". "He's actually a nice guy". These are the kinds of statements that should only carry weight when you have a personal relationship. A relationship with a company/website/app is no more or less than the sum of your interactions with them. I have a "good" relationship with Apple and Amex. A "bad" one with AT&T etc., based on transactions, not personal relations. The unusual aspect is that the CEO was involved in customer service. It looks like a case of kicking the dog. That happens when people (nice or not) are under extreme pressure. What's up?