Many of these problems are going to be posted on a website, much like this one infact. I don't see massive media controversy about it.
The notion about keeping it between customer support and the consumer, is for in most cases customer convenience to solve the issue faster (Which generally isn't the case anyway, I know).
However if it were perhaps something very, very serious - I would see the incentive from a business point of view to keep it 'under the table'.
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[quote]However if it were perhaps something very, very serious - I would see the incentive from a business point of view to keep it 'under the table'.[/quote] I agree with this. Some issues should still be taken care of privately.