I was writing a post on our blog on this topic with respect to agencies. It's amazing how many businesses don't understand what good customer service is. Being upfront, transparent, and kind goes a long way in this world.
I also don't get it because I am such a firm believer in integrity, trust, and transparency. It's at our company's foundation, but our foundation is completely different than the foundation of other companies.
Whatever justification is behind being able to disregard such basic qualities of good service at a company's core baffles me. I think part of the reason why is because when you're online, some people think that just because you don't see the person you're interacting with, there's more room to disregard them as if they were never there. But when you meet them face to face, they smile and nod and have a happy-go-lucky conversation with you.