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The cranky user: Businesses behaving badly (04 Mar 2004)
Monsters, like vampires and ghosts, are boring when compared to corporate incompetence and dishonesty. That's what really gets your heart pounding! Not a day goes by without one friend telling me about some corporate malfeasance. Problems installing software, order confirmation errors, spam -- you name it. When I spend an hour on the phone with some company trying to get a straight answer to a simple question, my friends hear that story while I hear theirs. And yes, we name names.
Article URL: http://www-106.ibm.com/developerworks/web/library/wa-cranky38.html

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