Should we blame companies who give bad service unintentionally?

Yes. I don't base my customer service reviews on intentions, I base it on results. If I order a product and it ends up in half way around the world by mistake, I blame the courier for 75% of it and 25% the seller for hiring such a poor delivery service.

If I return a product and it takes ages to get a refund or I have to call frequently and stay on top of the situation to get a result, I blame the seller 100% who accepted give a refund but did not carry enough the resources to handle the return in the timely fashion. Any company who has to use India for Customer Care really needs to rethink its Customer Service plans for the future because I don't think customers are going to tolerate poor customer service any longer. I'm not.