The article does not criticise the fact that "something changed", it criticises what specifically changed. The point of dealing with a problem is not to point fingers and find who is guilty, it is to actually find solutions to the problem. And yeah, frankly, having customers complain about a UX is not the end of the world and nobody needs to be scolded about it. They just have to understand what the complaints are about and make a better UX, which they did. It happens all the time.