Stopped reading after that. It just means i know quite a bit about how the industry works, and no, it is not revolving around what YOU think is the most important thing in the game's existence. You feel a bug is game breaking, fine, you report it, and eventually, it will be fixed. They won't stop everything else because that bug bothers you.
The writer of the article is spot on, and it explains facts. If you can't accept them, it's your problem.
Working in the bank should make you more aware about CUSTOMER POLICY, or CUSTOMER RELATIONSHIP MANAGEMENT.
He is right. After all, I HAVE ALL THE RIGHT IN THE WORLD to say to you I DON'T CARE about your internal problems, you give me the product I paid for, and that I expected. It's your problem how you manage your internal resources, it's not MY CONCERN!
That is why I said it's debatable, meaning I understand how things work, I HAVE BEEN THERE, in a multinational (and even a financial institution similar to a bank) and I know how carefull they were related to CUSTOMER SATISFACTION.
Playing the smart guy won't help you, anyway your link says all about it when you read that phrase there:
“The customer is always right!”
and the answer that you love:
"No, the customer is usually an idiot who has no clue."