Derek didn’t expect all that much from KFC. He picked up a chicken pot pie for a lunch treat, and brought it back to work. He found that it had what he calls “an extremely strong chemical smell and taste,” and wasn’t about to eat the pie. He’s not upset about the foul-tasting pot pie: he got on with his life. What he finds disappointing is that he reported it to KFC using the form on their web site, then called them on the phone, and received no response. Why bother having a form at all? Why bother having a customer service number if all the representatives are authorized to do is shrug?