I am suspicious of your division: "complainers" and "majority who never has issues".
I agree some people are born complainers, and you should not implement things mentioned by just one user or one especially noisy user. I also agree that support requests shouldn't be the only way one understands users. But I suspect there are very few improvements valuable to people who don't contact support that would never be mentioned by someone who does.
To me the people who contact support with suggestions aren't just the most irritating fraction of your user base. They're also the most dedicated users. The ones who love your product the most. The ones who are doing something you didn't expect because they are an early adopter in a different market. The new users that you'd like to have more of but won't until your product is easier to learn.
I agree some people are born complainers, and you should not implement things mentioned by just one user or one especially noisy user. I also agree that support requests shouldn't be the only way one understands users. But I suspect there are very few improvements valuable to people who don't contact support that would never be mentioned by someone who does.
To me the people who contact support with suggestions aren't just the most irritating fraction of your user base. They're also the most dedicated users. The ones who love your product the most. The ones who are doing something you didn't expect because they are an early adopter in a different market. The new users that you'd like to have more of but won't until your product is easier to learn.