The experience of a small portion of poor customers who cannot afford fast internet and have trouble streaming at full quality and realize that they are not streaming at full quality and decide to do something about it doesn't typically interest large companies. People have bad experiences all the time. My parent in laws bought and paid for digital HDTV, and had a set-to-box that only delivered standard TV format. They didn't even realize that there was a problem until I pointed it out to them. And they aren't even poor and uneducated.

It's not like someone who has <10Mbs connection and finds netflix to be crappy is going to lawyer up and sue netflix and win.