Is this really Riot's philosophy?

Link to Riot Ghostrcrawler's latest snafu...

**This is the trend I've noticed: Users: We want X. Riot: Doing X, Y, and Z is challenging/not what you want. Users: We just want X, not Y and Z. Riot: [silence]. Do you agree with this assessment and see how that's frustrating to players? See HUD customization and sandbox mode for examples of this. **

If you only ever give players or customers exactly what they want you lose all chance to surprise or delight them with something unexpected. Games are supposed to be fun and that sounds like it would lead to something pretty predictable and maybe even boring.

Is this it? How is giving your players what they wish for, counter to "fun"? If this is honestly something Riot sticks to, it's no wonder the PBE is totally ignored.