More NY Times bull

Here, in an otherwise good article on the power of the 'net dealing with "customer service" as a euphemism for in effect kidnapping and extortion, is a pile of steaming feces:

The continuing customer-service problem at AOL is one beyond the reach of an attorney general's office: it is within AOL's rights to refuse to reorganize its procedures so that a customer can depart without having to run through a sales gantlet.

Within their rights, but it is within the customer's rights to demand a quid pro quo for anything outside of any contract.