They have both SaaS and self-hosting options which cost considerable amount of cash ($99/mo per user for the most expensive option) for any large scale deployment. They're earning plenty and they need to fix what is valuable to their customers.
What makes you think they're not listening to their paid customers and fixing their needs? Paid customers get a direct contact.
It is blocking people from converting to paying customers because as soon as we see an issue like that we know it isn't viable because we'll get denied.