

What’s the point? They know customers are full of piss and wind, threatening blue murder while doing absolutely nothing beyond jaw flapping. (Same with gamers).
Amazon’s service model, for example, is to twiddle the knobs to just under the point where the majority ragequit: the sweet spot of maximum profit right now. Everyone else is copying it.
And the sweet spot moves - probably like boiling a frog. A major player does something many hate, but not everyone/enough and those people live with it. Then it becomes the new normal. Twiddle the knob. Rinse and repeat.

Ever seen Stripes, the '80s action comedy film with Bill Murray and other notables?
There’s a scene in it that I think of every time this kind of story crops up, where you have over-equipped and under-educated people who are trained to think that everyone’s the enemy, and so prioritise their blood thirst and fear over everything else:
“All I know is I finally get to kill somebody!”
Their actions aren’t about right/wrong or just/unjust, but that they were let off the leash to do what they have been conditioned to do.
So you get people calling in hoaxes to police forces who send militarised forces to raid grannies, young children, whomever. It’s about the drama and lulz. Objectively horrifying.