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I wonder if he really thinks it is cool? :P
If you have millions of users engaged with your service and you do something wrong (or right) you're going to get hundreds, perhaps thousands of people sending you complaints (or taps on the shoulder). If you have thousands of users, you'll probably get a hundred or a bit less. And if you have 50 users, chances are half of them will tell you what sucks or not.
Feedback is always cool. Trying to surprise your users with something you think it's cool and get the opposite response isn't that cool. It's good however to see that they responded promptly.