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My cable TV/internet/telephone company has screwed up more than once. In fact 3 times in the past 2 months. I never called with an angry tone in my voice. But I did call. I've called them and they've come out to fix problems with their lines on more than one occaision (without charging for that matter) I have yet to get a bad response from them. On the other hand we had AT&T at one point for our phone service. I spent a YEAR trying to get them to fix something they'd screwed up on and to fess up to their mistake. Thankfully I succeeded eventually. I won't be going back to them for phone service ever though.
A company may be great but employees need to be reminded that ONE bad response will spread to other customers quickly. For every good experience that people talk about one person will tell SEVEN about a bad experience. Customers are your best advertising.
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"Always learn the rules so that you can break them properly." Dalai Lama
My Karma just ran over your Dogma. 
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