> To me, it feels like the author is incapable of empathising with a larger user base than himself and only thinks about his benefit and how the changes affect him and how he uses the product.

I disagree. "Users hate change" is a meme that's generally accepted in the industry; the post applies empathy to dig into the reasons why it seems that "users hate change".

> Customers have the ultimate power: voting with their wallet. You don't like it? You go to the freaking competitor!

"Voting with your wallet" in a non-commodity market doesn't work. Doubly so if we're talking about complex products with complex feature sets, making each essentially an unique animal. Triply so if the "feature" of "not mindlessly messing with the UI/featureset" is impossible to predict ahead of time.