Leaving legacy loyal customers behind because someone doesn’t feel like enabling a feature toggle is just the beginning of what’s wrong with this comment. 

the promise of SaaS applications is losing its luster because of this type of selective application of features. It’s beyond ridiculous and actually fragments the ability for us to support our end users on their subscriptions if they have features we don’t have experience using ourselves. 

respectfully while you’ve probably been instructed to give such an off putting reply it should bother you too. Please escalate this matter to someone that cares enough to actually help.