The free users have no skin in the game. If they don't get what they want, they're on to the next one. The paid users see your products value, and use it to so

The free users have no skin in the game. If they don't get what they want, they're on to the next one. The paid users see your products value, and use it to solve a problem of theirs. They ask for fixes/features because it would make a bigger difference to them.