I have to disagree here...this is exactly what the US auto industry did for decades. As long as people were buying their cars...they didn't care. all the while other car makers were listening to customer feedback and developing features people wanted and building a better product.When consumers stop buying your product, change what you are doing. Ignore people who complain online, they almost certainly don’t represent the majority and almost certainly are only considering their own needs.
If you wait until people stop buying your product to make changes....you run the risk of your competition passing you by in design...R&D and retooling your manufacturing processes. Businesses have to stay agile and listen to their customers. That includes listening to online forums....social media....and the like.
I think to some extend Apple is facing the same thing here. The iPhone is the single best selling phone in the world.
But it is getting the reputation of being a little behind the times as far as features and design.