I guess they don't! Apparently they also like to take their time in even responding to a long time committed customer who had a very poor experience.

The idea that it took so long is appalling to me. Oh, and don' worry I am really only expecting some sort of trinket like a fridge magnet as their apology. The lack of concern when they F up is really annoying.

And FWIW I rarely complain and my first to CO in just over a year of non impressive service... this was truly bad.