I agree that CP has been subject to mean-spirited complaints.   I have a ticket open there at present, but I believe (and hope) that I was polite.   The fact is that you don't help matters by reacting the way you do.    I have customers, too, and I know I could give heart attacks to some of my betes noires, if I really spoke my mind, but I just have to hold back, whatever the provocation.