Controversy sells. Shit talking is what twitter was built on.
On a more serious note i spend 15 years in a front facing role dealing with customers. 95% of people were sound and easy to deal with but your always going to have the other 5% that cause trouble.
All you can do is see where the issue lies and if it's not on your end let them know and then let them off, don't engage. Not worth the hassle because when people think that they are right it's very hard to change their mind. Even if you tell them facts.
yep 100%
There will always be complainers and loud mouths typically get fed
What pisses people off around here is that we don't feed the loud mouths. They just get ignored or publicly shamed (as it should be)