Upload & Sell: Off
When you get one complaint that is " Irrational" emotional, based on flawed or incorrect facts or premises, it can be dismissed if everyone else is happy.
You are never going to please everybody and it's unwise in several respects to try.
It's bad business to make the rules for the exceptions.
If you get multiple Complaints from clients whom are earnest and their grievances are legitimate, it's very smart to look at those complaints because it's people giving you free consultation on how to improve your bottom line by keeping people happier and endearing your product to them.
Sometimes in cases like this, when you really analyze the complaint and the source and nature of it, it can actually be a confirmation that you are doing things correct from a business standpoint already.