'Doing what they want' means exactly that. Sometimes they do things to the customers way of thinking, and sometimes not.au contraire.. it was a direct result of the bellyaching and dissatisfaction that the company did an aboot turn and decided to fix the thing. If we all just sat on our hands or said "This is fine" we would have been left with a terrible product.
Feedback is vital and sometimes criticism helps all parties involved. Not silly remarks though but helpful feedback combined with the right level of emotion. If a company thinks they can get away with screwing over their customer they likely will.