Big Organizations .... wealthy fat fools

Here in Japan, Toyota has recently been shaken by problems that it tried repeatedly to shrug off. My cousin in Massachusetts sold Toyota related products throughout New England and he loved them long before Toyota became trendy. Now they are big, fat, and foolish. The founder started with bicycles and got his hands dirty making and improving things. His son built a hugely successful company with worldwide reputation for quality. Now the third generation is in charge and from his appearance on TV I get the feeling that he doesn't have a clue as to what is under the hood. No, I am not turning against Toyota. They are still great, but their attitude is that of a big company that has lost touch with the people.
Yesterday was a very very busy day for me. In the early evening I checked my email, incoming orders, problems, etc. Then I set about sending email, one to an author from whom I buy books, another to another author in Tokyo (he turned out to be in Rome), one to a small publisher in Austria who claimed that I had not paid for books bought over a year ago, another to a shipping company in the USA that ships every week to one of my associates .... who had suddenly died, and finally I searched out the best online contact point at the Harvard Business Review. Going way-back in time, I was once the representative in Japan for HBR (no connection now for many years) and visited Boston each year to talk with the publisher. I thus knew HBR well and never had contact problems. Today (result of my internet searching last night), two astounding things: (1) HBR has great new software for subscribing online ... the only problem is that it does not work. I am sure it will be fixed someday by an IT expert, but not by a magazine subscription professional who cares about readers. In the meantime they will lose subscribers if not respect. (2) I could not find the name of the publisher of HBR, the editor, the circulation director, or anybody else. I don't mind being snubbed, but at least I prefer to be snubbed by a human; so I was reduced to using the online response FORM for Customer Service. Okay, I did that; immediately I got a computer reply that roughly said "Due to the high volume we may not be able to respond within the usual 8-hour response time". True to the computer's word HBR did not and still has not responded.
All of my other emails to individuals and small companies have been responded to between the time I went to bed and got up this morning, and in most cases I have further replied.