I agree with you. I also find it a weak argument because companies aren't obligated to provide great (phone) customer service. I wish everyone had great custome

I agree with you. I also find it a weak argument because companies aren't obligated to provide great (phone) customer service. I wish everyone had great customer service, but market forces make that a secondary or tertiary priority for many companies. For Uber, I bet they're growing at 10x/year while losing maybe 1% of customers to weak customer service. Why spend resources trying to shrink the 1% to .5% when you can instead try to grow the 10x to 12x? A tangent: I think you meant "segue" instead of "segue way". I just learned that a few weeks ago.