Right, but for you to change a website or email (if you have angry clients) would take an hour; an established company cannot just change their website and start from scratch when a crazy client or competitor tries to discredit them online.
That's fair enough, except billing is rather harder to fake or create anew (billing that doesn't charge surcharges). PayPal requires a unique bank account to a unique e-mail in general, for example. But changing my website or e-mail, since I give clients a consistent, actual NAME, would require losing a substantial amount of my word-of-mouth appeal. As a small company, I can't just create clients out of thin air the same way the big companies can, for the same reason you mention that they need to charge more.
I don't see what this has to do with my original argument, either ;) . It is in my best interest to provide good customer service if I want to keep clients coming in. It really is in the best interest of companies to do the same thing, Ukrainian or not.
In fact, it seems to me that a devastating customer service criticism, in terms of hurting my word-of-mouth, is FAR worse to me. Big companies always have the advantage that, no matter how much bad publicity they get, someone will have missed it or won't believe it and will get burnt by them. it can't last indefinitely, but it can last pretty long if you top off on a Google search. Right now, a negative review of me on EssayScam would be pretty highly ranked on my Google search list :) .
If they hire poor writers what can you expect? : )
Basic integrity? :D