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Yes, but I'm one of the people who abused the system!!!
Seriously, I used to write letters of complaint or commendation to Disneyland Guest Relations, but tired of the form letters I got in return.
I stopped doing that about 15 years ago.
But two or three times in those last 15 years, I wanted to register a complaint. And I hoped someone would read it. Sure, it probably went nowhere ... but putting it in writing allowed me the ILLUSION it was going somewhere. A verbal complaint allows me no such illusion ... and it's why I insisted, over the usual deflections, on writing a complaint.
There were also 8-10 times I wrote a CM compliment, and 1 or 2 times something was so messed up I wrote a CM complaint. I think those are particularly important.
Yes, I understand it's their company and they can do as they please. I'm just saying I think their decision sucks. It's bad guest psychology at the very least ... and the less Disney recognizes the importance of guest psychology, the more PresslerHarrisized the place gets.
Yes, it must be tough handing the barrage of written junk from paying customers. Perhaps they can hire some people to handle that, perhaps by raising daily ticket prices the few more dollars to THREE FIGURES.
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