No one should be surprised Microsoft is trying to do their best to improve the Surface and converse with customers. They are great at requirements gathering. However all of this is their job and not solely out of good will. As a huge company that makes grand promises, they are expected to deliver a product that works for their customers. Would you expect any less?

As customers we should care about the best products that help us achieve our end goal. If you absolutely have to give your 'loyalty' to a company, your 'loyalty' should be given (in my opinion) to the company that is predictable, consistent, and reliable.