My first apprenticeship was with NZ Telecom, a wholly government owned and run monopoly, no competition allowed.We did as pleased and nobody could complain as they had nowhere to go. Worst first job a person could have, taught me to be an inconsiderate so & so.
Later in life, after a stint in the RNZAF and some private corporations I went back to telecommunications, for a private company that was setting up a totally seperate infrastructure at high cost, I was a QC and had to ensure quality of not only the installations but the quality of service in general. Let me just say it was a shock to compare where I started from and what I was now doing.
It is amazing to see how quickly problems can be resolved when a contract installers job is on the line. I personally gave away multiple months of free service with free upgrades to compensate for rude, beligerent installers who could be arsed to do a good job and be polite while doing it. Problem was that as soon as a customer has your business card they think you are their personal customer care rep.
A lot of big businesses seem to feel they don't have to give a damn, but introduce some healthy competition and see what happens. I just hate the service centres based in Calcutta or where ever they are as I have major problems trying to get my point across to someone who barely speaks my language.