similar anecdote by Kevin Drum: http://motherjones.com/kevin-drum/2009/08/dealing-corporate-america http://motherjones.com/kevin-drum/2009/08/dealing-corporate-

similar anecdote by Kevin Drum: http://motherjones.com/kevin-drum/2009/08/dealing-corporate-america http://motherjones.com/kevin-drum/2009/08/dealing-corporate-... His conclusion: 'The government might sometimes provide poor customer service just because they lack the motivation to do better, but corporate America routinely provides crappy customer service as part of a deliberate and minutely planned strategy.'