After a few combative customer service encounters, I experienced an epiphany: No matter how “wrong” they may be, we're a prosperous business, we can afford to take care of these situations, but we can’t afford to let unhappy, affronted customers damage our reputation.
Your problem is that you make shit. A lot of shit. Cheap shit. And no one cares about you or your cheap shit. And an increasingly aware, connected, and mutable audience is onto your cheap shit. They don’t want your cheap shit. They want the good shit. And they will go to find it somewhere. Hell, they’ll even pay for it.