From my perspective (not having a dog in this fight either), it's exactly the other way around. People are hurling undifferentiated abuse at IBM. IBM employee shows up, offering to engage. People are hurling personal abuse at them, refuse to offer specific criticism of the product.

Not exactly a display of maturity from this community.

> You need to figure that out on your own

Even IF an employee has a pretty clear idea themselves what needs to be improved, having a citable CUSTOMER opinion to that effect is going to vastly improve the chances of management listening.