It is hard to extrapolate what is going to happen from any set of data. One thing is for sure: in the real world, any simple model that shows a continuing increase will run into a real physical limit. And if it is an exponentially increasing curve that we are forecasting, that limit is going to come sooner rather than later.
We all have our horror stories of customer service. Few people have as many as me - I seem to have a hex on transacting any business with any entity. I like to say I am lucky in the big things in life so I pay for it with bad luck in the little things. When I couldn't stand the instability of ADSL internet connection any more (since I run webinars etc from home), I decided to be an early adopter of New Zealand's Ultra Fast Broadband (i.e. optical fibre) rollout. It didn't go well. Along the way just about every service sin was committed.
Any product that gets the evangelical reaction that Net Promoter Score or NPS does, immediately raises my skeptical hackles even before I take a good look at it. Chokey the Chimp smells marketing hype from miles downwind.
Every year the IT Skeptic website starts the New Year with our Awards. (You can see past years' awards here). This year I announced them on a Google Hangout which I hope will be the first of a series of hangouts for skeptical conversations.