Why is a company entitled to having customers that give the benefit of the doubt, try to work out something, and act in private before making public statements?

Why is a company entitled to having customers that give the benefit of the doubt, try to work out something, and act in private before making public statements? The owner of the blog felt like the billing update was shady, sent an email, and complained harshly on Twitter. Regardless of the harshness of the tweet, that is literally a customer wanting to work something out and providing feedback. It's what every company should want. It's even better than working it out privately because Twitter is a public platform that ghost can utilize to make their customer service look better. "We have given you a free 30-day upgrade so you have more time to think about this. In the meantime, we will take your feedback into consideration and discuss this internally. Thank you for being a loyal customer" or whatever corporate-speak ghost wants to partake in. Cutting the customer off completely, knowing full well that they will then talk about this publicly, is not only the complete opposite of working things out professionally, but works against ghost's public image. This is the exact kind of customer a company wants. They go public with complaints that can be easily fixed and remedied. It's the easiest form of free goodwill.