Re: I have always found "BigCorp's" paranoia when dealing with customer complaints very.......
Because it doesn't work as you say.
Case in point: "AntennaGate" and Jobs response. The company maintained secrecy and admitted to nothing, and when Jobs finally came out to say something, he was assertive and direct, and told everybody how it was all blown out of proportion, and that it was a common problem to all mobile phones.
Do you recall what happened next? The problem went away. It was no longer in the news and only the hard-core anti-Appleist continued to talk about it. The public relations imbroglio was diffused, and the conversation changed to the next Internet meme.
Most of the time, Apple never responds to those issues publicly, and eventually they go away just the same.
Contrast this against the "iOS Map Incident" and Cook's response. Cook came out with his tail between his legs, crying mea culpa at the media and the masses, admitting the error of their ways while begging profusely for forgiveness, and promising to make it all better.
And what was the result of that? To this day, whenever Apple is in the headlines of any newspaper or online publication--especially if it's due to a problem--they seldom fail to mention the "recent problems with the release of their mapping application," and proceed to make a comparison. The conversation changed to focus on Apple being in a precarious position of weakness, and their serious problems at product releases.
Right or wrong, "AntennaGate" went out of the public sphere of discussion, while "MapGate," being a self-admitted public defeat, remains a point of attack forever.
You should go back to Customer Relations 101, and review your notes. Then offer some pointers to Cook as well.