> You can just make a clear, coherent complaint in your own forum and occasionally [like in this case] it actually brings about a transformation.

But only if you have enough followers or readership.

The Ars Technica writers have often remarked about feeling guilty for taking advantage of this privilege. They try to resolve things, then after failing, mention they're going to write a story about things, and suddenly get the VIP treatment. But not everyone can write an article for a major news site.