They can, if they respond to those complaints/support requests in a timely manner. The only way GS makes sense is if you've tried to contact a company in order

They can, if they respond to those complaints/support requests in a timely manner. The only way GS makes sense is if you've tried to contact a company in order to register a complaint and were not successful: 1) You got a generic e-mail back, knowing that your issue will never be looked at. 2) The company does not have any sort of contact information available on their site. If users of GS register complaints there, GS should forward those complaints to the company in question. That makes sense to me. If GS does not do that, then that's a problem. However, that does not mean that you can air your grievance with them publicly until all other means have failed. It's logical, no?