11 September 2012 - robber barons 2

Most consumers are familiar with the four stages that a company goes through in coping with a complaint: Denial (“what you have here is not a bandersnatch but a bandicoot”), stonewalling (“please try again the thing that just didn’t work”), marketing (“thank you for your patience”) and upper management (“metrics look good—they didn’t hear that, did they?”). With correct operation, the entire apparatus functions as a mettle detector.