Am I being overly cynical in concluding that a growing % of companies will screw over their customers for their own gain. Doesn't this myopic "screw the customer" mentality damage brand reputation? Sure does for me. The growing discontent amongst a companies customer base is creating a new market opportunity for a competitor. When I feel screwed by a company like this, I find a good alternative, then jump ship and NEVER go back (even if they course correct some years later). From that point on I'm a vocal detractor of the brand. If no quality alternative exists it's even worse because you know the company is screwing you knowing you have no good alternatives.