I have to laugh and shake my head at the man in the OPs conversation,
I WAS him just a few short years ago.
That whole line about "yes there are things wrong in the Org but basically what is better?" is designed to make yourself feel aware without having to really do anything different.
I think it works best for JWs who mainly use the Org as a social network. They are too aware and realistic to deny the problems but they dont want to take action - not really.
Many times it is family and fear of the unknown.
I still dont know if I would have been as brave as some here if I hadnt been smacked in the face, I might still be spouting that same line.