One thing that I recall from the 90's before everything became internet oriented was that if you had a question or a complaint, it was far more likely to be handled with genuine care or concern. Since then, it seems like if you want to talk to a company about something they carefully hide their contact information so that you just end up giving up and not using that company again. It doesn't seem like a very good business model and if businesses are actually turning this around, it can only be a good thing.
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