Taking the car analogy further, I don't think car manufacturers make major changes based on private service calls or emails or letters from individual owners.
I think they look at complaints that have been made publicly, maybe in multiple magazine reviews or maybe in a large forum. That tells them where they're falling short.
And that tells them what issues are causing the most uproar even if they
may not agree they're the most serious issues.
As far as pool streams, there are certain ****ups that happen repeatedly,
that just don't need to happen. It's frustrating and they deserve to hear it.
For example, starting the stream late with no explanation, just a black screen.
You'll see the player practicing and the stream is working fine for 20 minutes
before the official start time. At 11:59, this feed cuts off, without explanation.
"OK, they gotta reset something, but it should return in the next minute or two."
But no, it takes 20 minutes and then someone comes on and says "Player X is on his way,
and then we'll start the match" or "we're a little behind because Player Y is finishing another match."
This is 100% avoidable, and it's simple.
• Don't cut off or reset the stream at all, at least people know their internet and feed are ok.
• Have an announcer jump in at exactly 12:00 and say "we're looking at a 30 minute delay because..." And have them repeat this every few minutes for people just tuning in.
• Put text up on the screen if you can't spare an announcer.
If the hotel/casino's internet dies, fine, nobody can help that.
But a lot of the problems don't fall in that category.