You're right that a customer shouldn't care the staff are too busy or too ignorant. You're also right in how complaining online short-circuits all that to actually receive help. I continuously advocate for the presence of path to higher levels and short-circuits! But it isn't always "the employee of company X responded to me on HN because my post made an executive squirm!" Some people just care and willing to lend a hand in cases where they can help.