The separation between designer and user is one of the biggest barriers to producing desirable quality products. In this case the user is not the customer, in the sense that the user didn't buy the gas pump, they just buy the gas. Expecting a complaint to the station operator to be acted on means expecting a lowly employee to pass it on to a shift manager who passes it on to an area manager who passes it on to the purchasing department who pass it on to the pump manufacturer customer liaison department who pass it on to the QA department who pass it on to the engineering department. It just ain't gonna happen and somewhere along the chain it will go in the bucket.