"Now, is the company...at fault?" - Ladies and gentlemen: we have a winner! If we stick to your example, the question would be wether the murderous lunatic or John Carmack were at fault. That puts a slightly different perspective on things, doesnt it? In other words: even if its a one-man show I dont see why he had to post…
Speaking of "it being to late for the US" to return to professional customer service... One good case in point is the local McDonalds drive through ( not the same corporate comparison but just as valid an example ) In parts of the country they have pre-recorded opening recordings specifically to accomplish all the customer…