I agree you are entitled to expect and even demand good service but you have to be realistic.
Do you condemn a company because one person in it isn't up to scratch? Do you rain plaudits on an otherwise rubbish operator because one middle manager knows what he or she is doing?
The larger and more widespread a company is, the broader and deeper the range of experience and skill is likely to be. The benefit of a big company, however, is that there are other people who can step in if things go pear-shaped.
Or am I completely nuts here and is Strata Management different from every other kind of large company on the planet?