Well, personally I think there is a difference.
I completely agree that it's always good for a customer to complain about the product if there are problems. Gosh: read all the Mac faithful complains when a new MacOS comes out! Similarly if your phone doesn't work, or your car is not comfortable you go and complain.
BUT, the crucial word there is customer. People who would never buy an Apple product out of principle, or unless Apple becomes totally completely open source/open market/whatever, then those complains are pointless.
It all goes back to "vote with your wallet". Apple may listen to the first ones because their behaviour may change: the latter won't, they'll just complain, and Apple couldn't care less.
That said Apple is also a pretty stubborn company, and often even when it is in their best interest and their customers are complaining (AND voting with their wallet) they may keep their believes. It's one of their problems, though it's of course their right, and it may even make sense.
(for example a luxury brand is more interested in maintaining their recognisable features rather than adapt... but it's their choice: they judge how many customers they lose in the short run vs. how many customers they will retain in the long run)