Well, please correct me if I'm wrong - I am not an expert on this, but the people who run the Diamond District in New York have been shown, genetically, as an ethnic group, to have some of the highest IQ's on the planet. Couple that with notoriously a fierce worth ethic and super strong values. This is just my opinion, but I don't think these guys are going to fail in what they do. Ever. And diamonds is the business they choose to be in.
I was going to comment this is a "pre-internet" story.
The film Blood Diamond came to mind as I was reading this, and the "Diamond District" in New York City. Lots going on behind the scenes in the "diamond industry".
This is a superb lesson in 1. artificial scarcity and 2. how consumers can be conditioned to accept new symbols (a diamond is just a rock; but what does a diamond "mean"?).
Both are principles that, for better or worse, apply to how business is done on the web.
On the contrary, I would argue that if there was any sign of "self-entitlement" it would be in the case of a software company (hypothetically; not this one) that ignored its customers, the same ones who enabled it to remain a going concern long enough, so that, one lucky day, they could attract the attention of wealthy suitor and "make a grand exit". "Dear customers: Thanks for your business, we being acquired and we can retire now. Internet Ad Sales, Inc. will handle all your further needs. See ya!"
I do not see this as "self-entitlement" in some negative sense. There's nothing wrong with it. It's just how business works.
However, customers have a reason to lament if they lose the utility of a product they like. To accuse them of "self-entitlement" for lamenting that loss does not make any more sense than accusing the business owners of "self-entitlement" for selling their business in order to enjoy a windfall.
If you are like this company, then you cannot make a "grand exit" without customers to get you to that point where someone acquires you. You needed those customers. They are "entitled" to what they've paid for the product/services and nothing more. But if you treat customers poorly you might find they leave you for a competitor. So, some companies may also believe that customers are "entitled" to respect, even though the company is under no obligation to show it. This is because the company realizes it needs those customers.
I wonder if what is the attitude of most web startups. Is it like that of the parent comment?
Not only have I watched the video, I've used acme.
VGA text is everywhere. No need to switch to Linux (and patch it), switch to OSX, use hardware than runs Plan 9, or any other restrictions. No need to run X11.
Apple is now as annoying as Microsoft. They have attracted the type of users who will put up with anything.
Business logic dictates they will do what they can get away with. If they can sell shoddy product (that looks good in the commercial or in the store), then they will do so.
Savvy users must suffer, or find a new system to use.
It certainly makes for an interesting story.