>>I don't necessarily find this a bad thing. The only winner is a class action suit is the lawyers who make huge piles of cash. You don't need an attorney for small claims court. It's a simple process and takes very little time. If you win, you'll probably end up with more money than you would in a class action suit.

I tend to agree. For bigger companies a class action suit is just a cost, one of many legal events driven by lawyers without too much business distraction. Multiple small claims events in claimants' own jurisdictions would be a complete PITA for MS. Their goal is prior resolution, and where is the victim if that happens? They aren't alone: I can tell you that if you persist past 2 emails in a customer services complaint at a larger company, many have automated systems that will offer you something quite big to settle the matter immediately. Why not- it's cheaper than a lawyer or managing a credit card chargeback or attendance (or non-attendance) at a small claims hearing. The systems are pretty dumb but they do record these things so people can't make a habit of it. ;-)