You think KHON is bad? Heck, I've called Verizon Executive Customer Service three times to get some kind of explanation why they're offering my neighbors FiOS TV and refusing to offer it to me. Three times they've promised to get back to me that night. Each time, three weeks went by with absolutely no word from Verizon. The reality is that what you're calling "public relations" is actually pretty meaningless: In my case, Verizon is getting the revenue they want to get from the customers they want to get it from, and no amount of "public relations" is going to have enough of a significant impact on customer purchasing behaviors to make a difference. Way too many customers are maniacal about getting the lowest price for the services they want, and generally relegate considerations like "public relations" and quality of service to the very bottom of their list of priorities, and we all pay the price for that.