Time was when a consumer was abused by a company they had little recourse. Social networking sites have changed the game, and a bad service provider is subject to retaliation. Some companies are still waking up to that fact.
Case in point. United Airlines breaks a musician's guitar, then refuses to pay for the damage. The musician posts this brilliant song on YouTube about his experience with United, and the video gets 4 million hits in less than three weeks. User-generated content on sites like YouTube have helped chang the balance of power between companies and consumers, mostly for the better.