[terrym]

I agree with you, but I don't think that's what's happening here - the main content of the article is about an interesting and remarkable approach to customer service from a company that every business can learn from. The format for it is as from from "hn material" as you can get, but the content is there. I agree that you can find lessons in practically any story, but I think it's whether or not the core of the story is relevant to hn that distinguishes what's appropriate to post here, not how it appears on the surface.