> They (the company) chose to go the extra mile and should be commanded. No, it didn't, and it shouldn't. The company chose to have cheap but shitty service an

> They (the company) chose to go the extra mile and should be commanded. No, it didn't, and it shouldn't. The company chose to have cheap but shitty service and give unsustainable special treatment to irate customers who might create PR problems, while service for those without a Twitter account and entitlement issues remains shitty. Actually everytime I hear a story like this, my opinion of the company in question goes down a lot. Good customer service doesn't mean having a separate department that can order around the peons to work overtime handling special cases. It means fixing processes so that those special cases don't occur.