While I understand the point the author is trying to make - the larger companies have the resources to provide quality service - I disagree with the notion tha

While I understand the point the author is trying to make - the larger companies have the resources to provide quality service - I disagree with the notion that poor customer service is excusable for startups. In fact, the article doesn't even compare startups and "Internet giants", but I suppose the heading of "Paypal doesn't have good customer service" (no surprises there) would be less interesting.