Can (and Should) OpenTable Be Disrupted?

I've had a checkered relationship with OpenTable. Initially, I loved it as a user, then was let down as the service evolved. For instance I found the eat-at-100-restaurants-and-get-a-measly-$20-check rewards system slightly better than a punch in the face and was annoyed that restaurants still required me to call to verify a reservation. If I had time to make a phone call, I wouldn't have used OpenTable. Duh. I've vocally accused the site of tailoring its service too much to the restaurants' needs-- who after all pay the bills-- and ignoring a better customer experience. (Once a customer service rep for OpenTable actually told me they only cared if the restaurants were happy.) Then, the company addressed a lot of my issues, for instance offering easy ways to get larger numbers of dining points, and the CEO Jeff Jordan and I sat down and hashed it out in a video interview and I came away more impressed with him and the company's management generally. Lately, a diner like me isn't the one doing the bitching--it's restaurants. Something strange has been happening in San Francisco, which is OpenTable's home market and oldest market.