It really does come down to customer service. It's just like the video store industry, there was a better product that popped up online, sure but it was really about customer service in the long run. I think most people are willing to pay a premium for good customer service but on the flip side nobody wants to walk into a blockbuster and get the evil eye from some 17 year old. Then eventually they try to do damage control and hire better people but it's usually too little too late. I used to run my own company where for lack of a better term I was a secret shopper and Once Upon a Time I was in high demand but companies don't want this anymore , they want to cut cost wherever possible even at the behest of the people that are keeping them in business in the first place. I still work in customer service for a different company and we were recently bought out by a bigger company , and now the bigger company wants to cut all these corners while still charging the customer a monthly premium and it's not really worth the monthly premium anymore because they made it so much worse. It follows me wherever I go.