It's the little things you don't or won't do that show what kind of a business you really are.
I find a charge on my bill that is in error, and I know it is in error, so I call (and wait not '12 minutes' but 116 minutes) to ask the charge from my bill be removed. The person was oh so nice.
The email I receive says 'We will get in touch within 48 hours'. Well, how about 8 days, no contact.
It's a small thing, but small things add up over time.
Your real colors are showing. Thanks a lot, Verizon.