This is a false dicotomy. We can protest about a service all we want, because we have the right to do so. They also have the right to not listen to those compla

This is a false dicotomy. We can protest about a service all we want, because we have the right to do so. They also have the right to not listen to those complains. But it's not a question of having the right to do something or not, it's about what power that right gives you. When enough people complain about something, and that drives your userbase to the ground or gives you a bad reputation, having complained about something will have been worth the effort.