Basically the last 10 years or so, with the rise of social media.
As someone once said 'its never a good idea to give idiots a voice'.
I have to think that the 'conspiracy theorists' were right with this one, with it being social engineering designed to divide and conquer us. And you have to say its working as 'wokeness' has caused more issues and devided humanity more than anything in recent times really.
Yup. Never give weird low brow people too much power. It's like the old saying about fight a pig in mud.
Social media turned odd antisocial people into loud critics on Twitter. Something they'd never do in person. But from the safety of their keyboard they can act like jackasses. And unfortunately, mot companies are too cowardly to stand up for themselves. They typically give in to protect the brand and prevent hassles. It's like the CSR person Desiree who used to sit by me at my old company and she'd tell me the complaints she'd get and threats from angry people saying they'll call BBB. You couldnt imagine how many cheap weird people ask for free products or refund after 5 years.
She's make the best stand she could, but all it takes is escalation to the marketing manager who doubled as the CSR boss. The second the phone call got directed to him everyone knew he'd just give in and green light a free product in the mail. He's got important shit to worry about vs. getting into arguments with someone wanting a replacement even though it's silly to compensate someone whose used it for 5 years.
That's what's happened with companies the past 10+ years. But my example was from almost 20 years ago. So it's not a 10 year old issue. It goes back in time to the first company or managers who cave in. Heck, Roman pottery makers might had caved in to pressure because someone would complain to high heaven for the next decade. So fuck it. Give her a new pot to shut her up.
No balls apology experts.