Oddly, I do not think you are wrong. In a pure money calculus exercise, this seems like a no brainer. Naturally, the math gets iffy the moment we are trying to capture something less tangible like 'customer may get sufficiently annoyed to drop us altogether' or 'we are no longer a respected company' or what MBAs would call 'unexpected goodwill extraction'.

I honestly don't care nearly as much as I used to, because I used to be more upset over this. Now, I simply wait to see how much is enough to rile up average Joe and Jenna.