It looks obvious

people don’t want to have great conversations with the phone company, they want great service. They don’t want honest, open conversation with the car manufacture, telling them openly how sucks there are – they want great car.

You can trust a PR professional to come with reality distorting theory like this :

“I like companies and products that have the guts to say "we suck" or something close to it. It’s very un PR. It says to me, "hey, we want a best of breed product and we’re going to work our butts off to give it to you." Now that conversation is king it’s critical that companies begin to have these honest discussions with their customers and do it out in the open. Whether they will is another story entirely. However, I bet that those who take to this approach will gain a leg up because they will be seen as more modest and credible.”

Company that want my money better invest its efforts in great product, my English is good enough to carry a conversation about how they are improving while I’m paying for their “suck” product.