I know your feelings on it all, and I was discussing the "teired service" issue with someone who works for a multinational parts supply company, and was told it's normal practise in business to offer a priority service for customers prepared to pay a premium for this service.
It works on a priority basis, and it makes sense all round to me.
The supplier can generate extra revenue, and their customers have piece of mind that they have the support required to keep their business and customers happy.
For those who dont pay the premium, they are offered it, fully aware of the positives and negatives, and can make an informed decision as to whether it's viable to pay the premium.
On the 1st class/2nd class arguement, I can verify, it's not worth paying 1st class according to a couple of posties I know
