My (completely unscientific and as an outsider) observation is that this is only part of the problem. The other part seems to be the attitude that customers ar

My (completely unscientific and as an outsider) observation is that this is only part of the problem. The other part seems to be the attitude that customers are the enemy, who should be squeezed for their last cent while being provided with minimal service and support. Add to that very weak customer protection laws and lack of competition.