A lot of questions being raised today can be answered by the recently inverted power balance between users/customers and corporations. People have not yet internalized that old assumptions about how corporations fear losing customers are no longer valid. Consumers have become entirely docile and passive. Open hostility to consumers is now a norm. (Obviously regulation is also less powerful and less feared as well.)

This is ultimately on the consumer. Critical thinking is long gone for like half the general population. It's wild. The excuses are endless.

Many large modern corporations are third-hand cars. The original owner had a purpose and an emotional investment in owning the car; for the second-hand owner, it became a practical thing; for the third-hand owner, it is often a liability.

If you are lucky, your third-hand owner still checks the oil and puts quality tires on it. If you are not, your third-hand owner pours customer relationships down the drain and doubles down on indiscriminate cost-cutting, alienating good people from the organization.