Well they actually tend to let such conversations go on much longer than some forums I know.
But basically, yes. Thats the idea of it.
In any situation like this the person must examine their actions and decide if its really more fun to be loud and angry about it, or better to follow a path which might actually accomplish something. With a large corporation where the people receiving the gripes are paid to water those down before passing them to someone who can act on it then customers can be loud in their complaints but still get action. However in a small company where you are complaining directly to the people who can act on it, manners tend to work better than insults.