Complaining On A Forum

I have had similar conversations with a few people I know in Customer/Public Relations, and they all say pretty much the same thing. Going public on a Forum is not going to help you win your fight. The problem is that a few people may have the same problems, but for different reasons. Those differences may well mean that a company will bend over backwards to help them, but it would seem that person got their result purely because they broadcast their dissatisfaction on a Forum, and that the company was 'caving' to save face.
On this site, I cannot recall one instance where a person has come back to tell us what they got from the RAC in terms of a satisfactory outcome. They posted their dissatisfaction, and were advised, via the Forum, that their 'complaint' was being looked into. The thread then 'dies'. I would always assume that their outcome was satisfactory to both parties.
Then there are those where a person starts a lot of threads, and 'takes over' other threads with their complaint, with some making 'sniping' comments, and wonder why they are apparently being ignored.
I am not in any way trying to put down any complaints, and am not associated with the RAC in any way. It just seems to me that a well-worded letter to the right person would probably be a lot more useful.