Couldn't agree more, Steve.
Two personalities in the SQL world, I'd most like to meet. Steve and Steve's wife!
In France, where I live, (and I wouldn't be surprised if it was global) a majority of the major utility companies (especially internet service providers) go out of their way to make it impossible for you to provide any feedback.
To cut their customer service costs, they oblige you to loop recursively around their online help. But when you're up against something not covered in the help, then there's often no way to email / telephone anyone or even fill in a form.
There's an upsurge of 'virtual customer service assistants', where you see a slightly animated face stuck on top of a text box, inviting you to tell them about your problem. It reminds me of "English Query" in SQL Server some years back (where did that go?!)