But the key is that they are your asshole customers.
It's one thing to say, "this app is not for me unless it has feature X." Or, "I just bought your app, but it kills me that I can't do X." It's entirely different to go pirate and use it anyway when feature X is lacking. I agree with the author that such a person is not worth pursuing as a customer.
The author of the original post here. I think in effect you're both right. As a result of HN picking this up I've received a few more feature requests and votes for route areas today, all of them thoroughly pleasant and supportive. And I noted them all, responded and appreciate them deeply. But it's the comment that sparked the blog post that I keep mentally coming back to, and by association that particular feature request.
Sadly it reminds me of the recent story about the guy selling eyewear online who loved the terrible comments he received on Get Satisfaction because they allegedly gamed his Google rank. I irks me to think that being a dick is an effective strategy in this way.
That said, you're absolutely right in that someone like this is not worth the effort as a customer per se, despite the validity of their request. The app is targeted to a fairly niche community and for the most part it's a pretty awesome community. I know with certainty that person is not representative and thus can be safely ignored.
It's one thing to say, "this app is not for me unless it has feature X." Or, "I just bought your app, but it kills me that I can't do X." It's entirely different to go pirate and use it anyway when feature X is lacking. I agree with the author that such a person is not worth pursuing as a customer.