Beyond that, people criticized other disrupted industries for continuing to provide poor customer service -- seemingly unable to fight back after decades of treating customers as captive audiences, and taking them for granted. Well if you think the music industry was bad at that, the academic publishing industry is way worse. These guys typically provide no significant value add, yet they want large economic rewards. Meanwhile, journal after journal has been shown incompetent to keep garbage papers -- even papers generated by Markov chains -- out.
My impression is that they also discriminate heavily against individual researchers, many of whom cannot afford exorbitant per-per paper fees, while large (typically subsidized) institutions get much better deals when they are able to afford bulk access.