3top,
Keycopter is a trial for sure - I have met the people behind it - it seems that the geeks and the people at the coalface are disconnected somehow?
Apple, for example, does customer service pretty well - I told them "why don't you just copy it?" Blank stare in return. They get paid to "reinvent the wheel" like so many in that business.
They are getting better but that is a "relative term."
Customer = a person who buys goods or services from a shop or business
Service = the action of helping or doing work for someone
It's not rocket science.