When customers are angry about something it's extremely hard for marketing to correct it. In fact, that anger totally skews the customer--business relationship in ways that require its own set of rules to correct, manage or permission to simply avoid.
I've thought about the issue of consumer anger over the years, but never quite knew how to focus my thoughts on the subject or how to articulate them... However, today, Seth Godin had a wonderful post about it, presenting the situation in an extremely focused way. So, if you haven't already, check it out here.