Counting the cost of bad customer experience  One lost book, one
disgruntled customer and a potential million dollar legal fee
for Amazon - it's the latest in a series of morality tales
showing how e-commerce companies can be hit where it hurts most
due to bad customer experience.  The tale begins in October
2005, when Peter Calveley from New Zealand ordered a book from
Amazon, which never turned up (it was actually ordered from
Amazon's Marketplace, not even Amazon itself - but that's
another issue!).  One month later, Peter decided to let loose
the wrath of Utu upon the mightly Amazon - Utu is a traditional
Maoiri 'obligation to undertake payment upon others for a
wrongdoing'. And his chosen form of payment was to inform the US
Patent Office that Amazon's famous patent for 1-click payment
was in fact covering essentially the same idea as a patent filed
18 months earlier.  As if to test Peter's resolve, the US Patent
Office replied with a request for $2,520 - the cost of a full
patent re-examination. Undeter