It's a fairly common tactic, unfortunately. There's a relationship between a customer and a business as well as between a business and an investor where the expectation is for a service to be provided in exchange for financial transactions. If that obligation is being obstructed, especially by avoidable drama, then the criticism is entirely valid.

In other words, money is being exchanged with the expectation of results. Many businesses operating in the present day have forgotten that and actively sabotage the goodwill that exists between those willing to give them the time of day. I strongly suspect that the company in question has become a little too confident in being able to hide behind a rabid fanbase willing to defend their every move. However, that in itself is not a finite resource and such an attitude will risk backfiring with increasing frequency.