To paraphrase what I think are his main points: - Our free customers are really bad for our business. They complain a lot in really visible ways, they make up

To paraphrase what I think are his main points: - Our free customers are really bad for our business. They complain a lot in really visible ways, they make up a lot of our support burden, and they never end up paying us anyway. - Once we figured this out, we decided we don't want them as customers. - We gave all our free customers an option to start to paying. Those that aren't willing to pay we don't care about. - OMG!!1! What a shit storm this created. All those free customers that we don't care about sure complain a lot when you screw them, way more than they used to. This really sucks, and makes us look really bad. Oh, and fuck you tech crunch for covering Square and not us, and then kicking us when we're down. - Boy, I really wish we'd sugar coated getting rid of all those pesky free customers so they didn't complain so damn much. I see a lot of remorse for the outcome and lack of sugar coating, but not a lot of remorse for the actual underlying action. When you build something people rely on, and then take it away from your most vocal userbase, what exactly do you expect the outcome to be?