It may very well be that RMS's comments were over the top but please check the numbers on DistroWatch - those numbers will testify that Canonical is not making the right decisions, at least not on the desktop, and RMS's sentiments are quite likely shared by plenty of your former users.
Also, don't leave here thinking that DistroWatch is a good metric of mindshare among Linux users...
"The DistroWatch Page Hit Ranking statistics...show the number of times a distribution page on DistroWatch.com was accessed each day, nothing more."
Before this point, Canonical sold support as their approach to monetizing their investment in creating a distribution. Data collection, applying analytic, and selling user data is incompatible with both the free-to-use Ubuntu community, and the enterprise customers.
Canonical has fundamentally changed what the Ubuntu brand means, and that is reflected in people finding that good alternatives exist.