Then something is internally broken at that company, and -- again -- the people who act as the public face of that company run the risk of having the resulting

Then something is internally broken at that company, and -- again -- the people who act as the public face of that company run the risk of having the resulting ire directed at them. But it's not personal -- it's their job to act as a proxy for the company in the public sphere. If they're being endlessly attacked by people because the company is doing something wrong, they need to send that information up the flagpole to their higher-ups.