They don't care. No one cares about ownership anymore because ultimately no one is ever actually held accountable. Loyalty is dead, be it to a customer, to a business, to an employee, to an employer, or even just to a sense of pride in what people do anymore.
After this same thing happening multiple times last week we finally decided the only remaining option was a physical intervention so we got in the car Saturday morning, drove half an hour and found them in the showroom.
Magically they were suddenly able to respond to the issue they'd been promising all week but couldn't be bothered to get around to. When I said our name to her it was if it barely registered that they'd forgotten about us all week. To call the reaction even a half-hearted "whoops" would be generous.
Digital communication has 100% made this worse in making it easier for people to just ignore people, as our finally physically standing in front of them asking them to do what they promised to do and them finally doing it demonstrated.
