People only complain when they want to keep using the product/service in question and are unwilling to take things to an extreme conclusion. E.g. When people h

People only complain when they want to keep using the product/service in question and are unwilling to take things to an extreme conclusion. E.g. When people have a bad experience at the theatre, the only ones who complain at the service desk are those who will return regardless. The people who've had enough just quietly walk out and never return.