Reputation management also involves correcting widely-held beliefs about a company/organisation which are flat-out wrong. This happens more than you'd imagine, and work like urban legends - statements of dubious factual content passed around as gospel truth. Just look at Slashdot for a great example - leaps are made between what certain companies do and what the Slashdot audience (or members thereof) think they are doing or going to do (even though there is no evidence for it). How often have you seen a Slashdot post condemn a company for something it hasn't done, only for that post to be modded +5 and accepted as an honest appraisal of said company? It happens frequently, almost every day (that I've noticed). It's at times like this that reputation management can be a great tool to address these problems as they happen. The last thing you want to do when a damaging falsehood about your company is spreading like wildfire across the internet is to sit there and do nothing, as that only guarantees it will continue unabated.
If people were incapable of lying (either on purpose or by accident) about companies/organisations/people you'd be right.
That's quite the non sequitur - the increase in driver complexity was most likely due to the nature of the device becoming more complex, not just the plug and play. Unless you can demonstrate that the problems you encountered were due to the PnP portions of the driver, you don't really have a case. You might as well blame it on aliens. My personal experiences are very different to yours - fiddling around with jumpers was far from ideal, and as soon as PnP hit the scene and was properly supported by enough drivers, it was a great improvement on what came before.
If you couldn't configure your internal modem, the problem lies either with you, your computer, or the modem - blaming a technology which was used to great effect by countless millions of people doesn't seem the particularly rational approach.
"The Avis WIZARD decides if you get to drive a car. Your head won't touch the pillow of a Sheraton unless their computer says it's okay." -- Arthur Miller