Judging by Mr. Grey's response to a Reddit post they do listen to whining. Which is smart. Within that whining is a passion for this product and some well founded grievances. Now I hope ED doesn't get discouraged, demoralized, or personally insulted or hurt by the whining. But it is a resource for them.
Only listening to the positive results in an echo chamber and a feedback loop that only reinforces their perspective which may not always be the best.