I run a few SaaS apps and by far the majority of my time spent in support is dealing with unreasonable customers. In the past, SaaS apps used to be able to ignore them but now they hold your company hostage with threat of bad reviews.
It's true that these systems could be used for good - letting other users know about issues with a product. In my experience, it's not how they're being used in practice. These people want special treatment and they get it - from me, and from everyone else.
It's really not fair to my other customers. I'd love to refund these unreasonable people entirely and send them on their way. I don't want their business. But the damage is just too great for refusal of service. One 1-star review is as powerful as ten 5-star reviews.
I'd like to see a rating and social media system that tracks the average rating of these customers across platforms. I'm sure it's overall negative for those on the attack.
These often verbally abusive, entitled customers are a real problem. They increase the cost for those not willing to be as pushy/loud/abusive. Giving them an even stronger voice is not a step forward.