> Most users never give feedback, they just churn.

Sure, but this is a duopoly and it's not as if the competition is perfect. A lot of issues like this simply don't matter because of that. The response that goes through the PM's head is likely to be along the lines of, "What you gonna do, switch to Android? Ha!"

> This is the same reason your toothpaste has a phone number on the back - that one random person who cares deeply calls the number and provides invaluable feedback on the product.

You'll notice that tech companies go out of their way to avoid offering that option.