As a user/customer, if I'm part of that 1% with an issue and get the same sort of "canned" response you see on the mentioned thread, I feel like me as a user doesn't matter. I guess the next step is calling customer support and then having the person on the phone making me go through their checklist of things I've already tried and again, feeling like this is of no use.
I think it usually takes a big rollout for these big companies to actually "hear" their users.
Why? That's like somebody saying Linux has to distance itself from Linus because they have some sort of grudge against them or they don't like the authoritarian position they have over the project.
i think this already happened to some extent, with the Social Security Administration. unless something's changed it's all stored in IMS, i.e. pre-relational. perhaps there's some relational view on top of it but to my knowledge it hasn't been overhauled to anything more modern.
