Does the Company You Give Money to Actually Care About YOU?

It’s a question worth asking—for many of the largest companies, the honest answer is “no.”

I recently tried to get a refund from United Airlines. United missed my connection and left me stranded for 14 hours. They admitted fault—but refused to book me on another airline or put me in a hotel. My only options? Sleep in the airport, pay for a hotel myself, or cancel my flight and request a refund. And that refund? The only way to claim it was through United’s online “system.”

United’s refund system is a masterclass in frustration. It’s online-only, walled off from every human representative, and powered by a loop of cryptic emails. Mine typically said one of two things: “Your request has been denied,” or, “We’re still researching your claim.” No explanation. No resolution. And if you search online, you’ll find the same story over and over—after months of this, most people just give up.

Google isn’t any better. I spend tens of thousands of dollars with them every year, but when something goes wrong, there’s no one to talk to. These aren’t isolated glitches—they’re the intentional byproduct of scale. Google could offer the best customer service in the world. Instead, I don’t matter. None of us do.

For companies with enough market share, losing a few customers costs less than actually serving them. The bigger they get, the less incentive they have to listen.

Airlines know travelers have limited options. Tech giants know their platforms are unavoidable. Online megastores and retail chains know convenience beats loyalty. The result? A culture of calculated indifference.

Automation replaces expertise. Policies replace judgment. Call centers are designed to deflect, not resolve. These systems may be cheap for corporations, but they’re painfully expensive for the customers who still trust them.

Quick question—ever been delighted by an 8-hour “service window” from the cable company? Of course not. But that didn’t stop them from asking you for a “5-star review.”

At Hot Rod Cameras, we reject that mindset. We built this business on the opposite principle: care creates value. Our customers aren’t interchangeable. Every purchase—whether it’s lights, drives, cameras, or lenses—is the backbone of your work. That’s why every conversation here is with a competent human being, and why every single customer matters.

With stores in Burbank and Portland—and after-hours phone support from a real person (never a chatbot)—you’ve got a local resource that cares about your workflow and your success.

Sound impossible in 2025? Call (323) 230-3589. During business hours, I might be the one who picks up. If not, leave a message—I return calls. Give us a ring or request a callback, and you’ll see just how much better (and more affordable) buying gear can be when you work with a company that actually cares about you.