[dmvdoug]

It’s almost like what really matters when something goes wrong is who responds to the incident. There are individual human beings who genuinely give a shit about customer service, and will move heaven and earth in order to help customers. And then there are other individual human beings who want to do as little as possible, when confronted with an issue, and blaming the customer is often the shortest route to minimal work.

It really doesn’t matter what the organization’s policies and procedures are. At most, an organization’s culture may affect this, by nudging marginal cases to align with the culture. But in the end, it always comes down to individual human beings.