This is incredibly true. I used to run an online multiplayer game, and a few times I found that the really angry/upset players often became really big fans after I addressed their concerns. I guess that people are only going to get really angry/frustrated if they actually want to use your product.
Seconded. I wrote an online game as a 16 year old (10 years ago) with all the bugs that a 16 year old might code (though no SQL injections!) and there were tons of angry/concerned players whenever something happens. Most of the players understand (I was young) but also got quite a bit of angry threats, which was a bit much for a young 'un. So I kind of stopped caring about it, and now few people complains because few people care about it. At least it's a growing lesson!
