Would you want to dine somewhere that got panned by a restaurant critic and then wrote an essay saying, "Well, we'd have been a lot more careful with his food if we'd known he was an important critic!"?
As a small end user of open source products, this is exactly what I expect and have assumed the case to be, even if I've never seen it spelt out like they did. I don't have any delusions that an open source product should cater to me.
I don't see how it's tone deaf, or more specifically I don't see how their statement could upset anyone other than those who expect open source to be a magical wellspring of doing their job for them.
Open source is a more like having another team at your company that isn't beholden to yours. You're getting access to the internals of the project and can communicate as if they're colleagues, but don't expect them to work on your project. If working together is mutually beatifical, or you pay, then things change.