So, in real civil court, there's a thing called discovery which lets both sides demand evidence from one another with the force of law. Such a thing is not guaranteed to be available in arbitration, and in order for civil disputes to be decided even remotely fairly, you have to have the ability to pull evidence from the other side. Otherwise it's just "he said, she said" which will go in favor of whoever is bringing in the arbitrator more business.
Arbitration seems just another way for big corp to weasel their way out of their obligations and responsibilities to consumers. See Hot Coffee Documentary [1]
