But you have to park somewhere, and they know that... and they all have similar terms, similar fines, etc.
Also with the amount of fining that goes on, would you bet against fines being a decent % of their total income? I wouldn't bet against it.
If they were at all concerned about a "good experience" they wouldn't dismiss the OP's case, now, would they? Clearly they don't care about a good experience at all. Op paid after 15 mins, paid more than he should have, and still got fined. The "10 minute rule" is obviously unreasonable, and designed to generate a nice income from fines. Esp when you dismiss all reasonable appeals. Then your assertion that they want a good customer relationship is proven to be, well, "drivel".