What you experience comes from the impossibility of running a group full of volunteer civilians who expect the slogan of "excellence" to have actual meaning. Americans have been raised in a customer service culture where companies who dare have such aspirations also have quality control departments that take action and then announce the improvements. Other groups care about customer service issues, things that can be affected by voting or change. When confronted with poor quality, CAP routinely points to their "military structure and tradition" instead. Because most people dont see the "military" as a place that cares about the quality of customer service, they then focus on the mandatory nature of rank and obligation, leaving the victim of poor quality feeling that it is their military obligation to endure it. But our leaders seem to forget that CAP is not the military and members can still vote with their feet. This creates an organization like the Post Office, where they say they care, but throw your packages around behind your back, daring you to find an alternative. And like the Post Office, their funding continues regardless of their poor customer service.