Earlier quoted context omitted.
Classic prisoner's dilemma
how is there a prisoner's dilemma pattern of payoffs here?
Microsoft defected, now the correct move for the customer is to defect. Really, based on the pattern they learned, they can defect a thousand times before they lose enough customers over it that they have to publicly apologize and reverse a feature, so customers stepping in mid-game think that there's a tit for tat happening, but they don't realize they're starting off in the hole. We all should have left Microsoft a very long time ago.