PlasticPole: If no one complained, change for the better would not be possible. People would fatalistically accept everything that comes their way, shrugging their shoulders helplessly.
But often they do. Complaining loudly is often because you feel nothing would get done anyway.
I tried to teach my students to write letters of complaint and they just looked at me and asked why anyone would bother. They were dumbfounded to hear that, yes, I had actually got a few refunds for things with a decent letter...
"Ah, but that was in Britain, wasn't it?"
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