> the people who own it have no say at all in how it's run. and the people who run it (the managers or "executives"/bureaucrats who curiously do not actually peform the productivity-creating labor) cannot be really held liable for what the company does for it's only their job

I'm sure that's the case somewhere, but not really sure that it applies to this instance. In this case it sounds like the whole thing would have worked as intended if it had been a non-persistent user. 99% of people will just give up after hearing this sort of repetitive "no it's your problem" and settle for writing a bad review online.

The owners ultimately can hire and fire the people necessary to implement their standards, so the company as a whole will mostly tend to reflect their overall preferences over time.