Rudeness and discourtesy are never right. A company may set whatever policies they want, but it is how they treat people that defines their customer service (or lack thereof) IMO. And I don't care how successful or how big a company is, if they don't treat customers/people with respect, they aren't doing it right.
Of course this is correct in the large scheme of things. And we can be morally outraged as much as we like. But how, with years of poor customer service and product failures, are they still in business if something they're doing isn't good for business? Is it the popularity of their products that carries them? Is it the quality of their artists, especially Betsy Veldman? or are they capitalized 50 years out? I'm sincerely wondering how they do it.