Agree. It reminds me of Microsoft's defense of Windows 8, "people are just struggling to adjust to something that's new". Whereas internally they were aware that their UX sucked, the OEM all told them the UX sucked, and they fired the head of the Windows division.
Firing the head of the Windows division came late in the game. From what I’ve heard, critizing the UX was a great way to ruin your annual performance reviews (and get fired).
It's going to be hard to find the exact episode but I remember an episode of dotnetrocks where Carl & Richard (who are reasonably close to Microsoft and aren't really anti-msft) mentioned that when Sinofsky walked up the stage to announced Windows 8 he had already been told he would be asked to go.
