Yep, try and sue or suppress someone and you run a real risk of having it blow up on you, defeating your intent to keep it quiet. Sometimes the best action is to do nothing, and let it blow over.
It's just as true from the opposite point of view. If you're a customer, client, or user, and your complaint or comment is suppressed, 99% of the time you do nothing or it goes nowhere.
Once in a long while, something blows up but it's not the rule.
Customers or clients are individuals who're bereft of the social connections that'd provide solidarity and encourage them to follow-up on their complaints unlike that provided by a larger audience. Furthermore , clients are just tired of dealing with what is often BS from the customer-care dept. As they try to suppress the complaint and therefore prefer to take the easier route which is often to just switch their services. Furthermore, I'm not even considering perseverant personalities who burn brighter when someone tries to suppress the bonfire by blowing at it.