I have been using a PS controller for over a decade now, with my first PS controller being the dual shock (the first one), it is a very good controller, in my opinion. Maybe I like it so much because i have used it for so long, but i definitely agree that it could use some sort of face lift. It is relatively comfortable, with my massive hands, although can sometimes lead to finger cramping after long gaming sessions, but that is true for many controllers (the xbox controllers, for me, are the least comfortable in that regard). The controller is by no means perfect, but it has proven itself for over a decade to be pretty decent... if consumers really hated it, than sony would have changed it with the release of the PS2, or PS3; they did not, so one must assume that the market has spoken on that matter. One major criticism i have with the controller, though, is the shoulder buttons. If the R2/L2 buttons where further down on the control, possibly on the underside (making simultaneous use of L1/L2 or R1/R2 slightly easier and more comfortable) i think it would be much better. Also, i regards to the xbox controllers, I personally had the feel of the action buttons and shoulder buttons, they feel too hard and spongy (respectively), and just don't like how they feel...
Well, that's just my two cents... i am personally pretty indifferent to the release of the DS3...