The sad thing is that Epassporte could make the negative press go away with ridiculous ease.
Yeah, true, first someone in their organization would have to read
The Cluetrain Manifesto. (No, there is not a Cliff Notes version. The Cluetrain Manifesto
IS the cliff notes for doing business on the internet.)
Then, all they would have to do is send somebody here to the boards who is (1) as good at PR as Michael O is at customer service, and (2) is empowered to make promises; and (3) is empowered to live up to them.
They could say:
1) We know it's fucked up.
2) We're fixing it, here's how.
3) If it's not fixed by [date], we want to hear about it from you.
4) If we don't get it fixed by [date], here's our plan for what we'll do then.
5) I'll be back on [date] to report on how we think we're doing and to get your feedback.
Then go do those things. Instant great press and warm accolades from all the loyal customers.
But for that, the decision-makers need to have a clue.