Yes, I understand people might leave. No, I do not work at facebook. The key is - in fact - people leaving. People who complain are a cost.

Now, if the service is low margin and low volume you can't afford losing customers. But if you have high margins, high volumes or a combination of both then a community that gets to vocal becomes a PR problem.

Think about gaming communities like Eve-Online... would you want your business be dictated by too angry and too vocal customers?

Those are not customer anymore, are a cost and costs must be purged.

Of course being frank about it makes one look like a bad guy, things that is happening here.

Nonetheless you have to break eggs to make an omelette.