The problem is that this very problem also happens simultaneously in the reverse direction. i.e. people have to deal with so many awful entities screwing them o

The problem is that this very problem also happens simultaneously in the reverse direction. i.e. people have to deal with so many awful entities screwing them over due to sheer self-interest, negligence, or even malice, that they have a hard time knowing which ones legitimately are trying their best and genuinely don't have a better solution. That's what happens when trust erodes, and why we can't have nice things. If anyone should be be more understanding and absorb the costs to appease the other, it's probably the big corp, not the little guy.