Church of the Customer: Rip Van Record:

“For years we’ve heard the recording industry blame everyone but itself for the drop-off in CD sales. Overly protected and coddled, the industry is so dysfunctional that its best answer to declining sales was to sue its customers. Rather than focus on improving technology and delivery platforms, the industry sent its high-priced lawyers and lobbyists after customers, and the intimidation lawsuits continue to this day, further alienating an already disenfranchised customer base. Because of this, the recording industry was a charter member of Customer Hell.”