Quoting Todd Hawley (celticdm@gmail.com):
Even funnier is how they manage to stay in business given their terrible service.
I suspect it's a familiar unhealthy market dynamic, driven by customers no understanding nearly enough about (some) products/services they buy: Basically, if you don't understand a product/service category, you seek bottom dollar because that's the only part you do fully grasp. And, over the long-term, that leads to overall quality decline in said market.
IIRC, the firm we're talking about is one of the price-leading ones, though I won't swear to that as I don't do that sort of shopping. Anyway, about the market dynamic I have in mind:
http://linuxmafia.com/~rick/lexicon.html#moenslaw-bicycles
(Counter-example to Moen's Law of Bicycles: the market for 35mm cameras, _because_ it's dominated by very knowledgeable, engaged customers.)