12/10/2013
https://www.congress.gov...
"Nobody knows how to get the best price from you guys. Nobody knows."
"Is it fair for customers to not be able to determine when they have reached the lowest price?"
"I am just telling you, I am not aware of that, and you are one of my providers, and I have never heard that I get free upgrades every 2 years."
"I am committed to supporting people who bring forward complaints. I am committed to them being treated fairly and I absolutely will not stand for retaliation inside the Agency."