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.