Big business & stockholder greed
It is a shame that short term financial gain can make a well liked company ruin all of it's relationships with its customers. The company I work for is now regarded as a model for outsourcing to other countries, workforce reduction, and benefit reductions, to artificially prop up the stock prices and economic situation. The customer base is very unhappy with this strategy and it would appear that the company does not care. They want to milk all they can out of it all and implement what they call a new "Operating System". The manager at our shop has been quoted as saying ... "Is it a contractual obligation, or just customer satisfaction?".