"Surely, this well be the moment when this company changes their ways, right? Surely they realize that treating us like crap isn't going to work anymore, right?"
Narrator: This was, in fact, not the moment when the company changes their ways. They will still treat their consumers like crap, and the consumers will be mad, but not mad enough to do anything about it, maybe even like it.
The sad part is that the customers would have the power to change things for the better. This is commonly referred to as "vote with your wallet". Strange enough there seems to be a lot of ignorance and/or even masochism ("maybe even like it"), so the (wallet) elections reward evil.