The Customer is Always Wrong writes: I emailed the Customer Service department of the local public transit system with complaints and suggestions about their website. They recently redesigned it, and the end product is less usable than ever. A day or two later I received a polite answer, but with internal forwards attached. Needless to say, the message written about me wasn't flattering. What do I do? I can try and get this guy fired, and hopefully somebody more competent will get hired, but is that wrong? Take a look at the site yourselves: www.metrobus.com. Should my criticism have been received so poorly?