You are describing the type of consumer who has a problem with a $600 a year fee -- the ones who can't really afford the product or service in the first place.

This is a wide spread business marketing issue. You have different classes of consumers, and often the loudest complainers are the one who are on low level or free versions. Do they complain loudly because they are the only ones who have time to? May be its just their personality and why they don't have any money? I don't know.

From a business owner standpoint it is pretty easy to see how irrational the original article author's position is. However, it presents a dilemma between choosing to pacify this type of customer vs just ignoring them. Each has its share of downsides.