95% of people who have a customer service complaint with the product don't voice it even though they're very upset. Why? Because they feel and they fear that it will be too difficult, and too time-consuming, and too aggravating to do that. Instead, and this is the part that's fun, they will tell 12-16 people, on average, about that incident, spending way more time getting aggravated each time, all over again, and getting zero result.