The article, the first few paragraphs of which can be found here, is a pretty standard look at a company growing by leaps and bounds in the online entertainment industry. Then we get to this (only available in the print version of the article):

When asked if he takes into account consumer input Flock is dismissive, relying instead on the expertise of his staff. “No, we never talk to consumers \’e2\’80\ldblquote they just fuck us up. Someone asked for a copy of our market research which made us take the decision to do EverQuest. I said we hadn’t done any market research. Had we done, the game would never have been made. We never focus on them. Gamers don’t know what they want. We just want to know if they have a valid credit card.”

Well, hell. This explains a lot, doesn’t it? No wonder customer service has sucked harder than a Vegas prostitute with an Electrolux attachment; the CEO of the bloody place thinks that we the customers will only fuck them up.

Er… Smed? Smed? You wanna try and explain this to us in a way that us silly shits can understand?