A mistake usually generates some form of explanation or even an apology

I must take exception to the recent thread of journals which suggest that NGC makes errors in its certification and encapsulation processes. Should such mistakes actually be made, most companies would admit to such a error, and some would even apologize. I don't remember NGC ever giving me an explanation; certainly not an apology. Therefore, mistakes were not made. Right?

Wrong.

Take the token below. Labeled as an "Arms of California" gold token (these tokens have an obverse which bear some variation of the California State Seal - seated female figure [Minerva], a bear at her feet, water at her back, ships, miner, etc.), while the below token bears a remarkable resemblance to President Washington. When questioned about this (fairly) obvious error, NGC corrected the error...but no explanation, no apology for my having to submit the token twice, for the additional processing delay, and so forth.

The only explanation I can come up with is business arrogance. Collectors continually vie for slabs from NGC and PCGS. Hence, these companies can call the shots and make decisions without regard to customers' concerns.

That is the way numismatic life will continue until collectors begin moving to other grading services, in mass, or cease our dependence on slabs altogether. Just my opinion.