The author of this story lays out the dirty little secret of numerous manufacturers and service providers in the U.S.: arbitration. Actually, this new model of arbitration can hardly be characterized as arbitration at all. You have no choices, even the arbitrator is chosen by the corporation that sold you the product or service you are contesting. Nice for them, sucks for us.
In California, the only state where arbitration outcomes have to be disclosed in detail, the results aren't encouraging, at least in the debt collection field. A Public Citizen study found that the National Arbitration Forum, a company that handled collection disputes, had ruled in favor of creditors 94% of the time.