There was a time when a company that provided a service cared about an individual user experience. That time has long since passed. Small businesses don't even seem to care all that much considering some of the way they practice service so when you put that to a big place like Apple, Microsoft, Nike, or any of those biggies, the average person is literally at their mercy. They have zero recourse in regards to poor service, bad practices, or decisions that just suck for them financially or otherwise.
I've come to this realization over the years as both a service manager and a random schlub who buys stuff. We would often weigh the complaint of a lower ranking employee versus that of someone with a 'higher powered ear' to complain to. That was a directive from our VP. And I'm fairly sure that's how it works for every place out there. If you're a big company, you determine how big of a stink someone can raise. If they are...say...random guy who bought an item, you don't care much if he complains. But if he's a celebrity, no one would likely hear about it because they'd just make it right behind the scenes.
Author of several books, composer of several CDs. Please check out the rest of the site for some of my work.