[isostatic]

I think it's an important take away for product owners - if people chose your product because it 'just works', they aren't going to be happy when you change it so it doesn't 'just work' -- i.e. introducing reliability bugs, changing useful features, etc.

They may not leave immediately, but at some point a competitor will come up with a 'just work', and it will be very hard to get them back.