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Listening do user complaints doesn't always mean listening to their suggestions in fixing the problem. You shouldn't necessarily remove something that every user is asking you to remove if you feel it's a critical feature, but it definitely means you need to rethink how the feature works.

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From the article:

Since that change, I haven't heard word one about our terrible, onerous, awful default body and title character limit policies. Not one. Single. Complaint.

So, they didn't do what the customers said they wanted, but they did work on the issue until people quit complaining.

“If I had asked people what they wanted, they would have said faster horses.”

― Henry Ford

Plus, IIRC, for the Edsel, they did ask customers what they wanted. And it has gone down in history as one of the worst cars ever.

Yeah. Jeff didn't do what the customers wanted and he's smart enough to not let users sway the design. I think the issue here is that it is a potential pitfall that should have garnered a sentence or two for less experienced people that read the article.

> but it definitely means you need to rethink how the feature works.

Or how it's presented. It's pretty common for a feature to be the subject of complaints because no one actually realizes why you put it in.

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