The excuse has always been...
...'We stick with MS because it is what we know'. People are willing to pay for MS Office for simple word processing and spreadsheets rather than get a free tool that easily copes for such tasks and arguably much more simply to avoid a little re-training and unfounded worry about compatible file formats. This is the FUD MS have been spreading to sell Office for years. They have trained users to fear change in order to propagate lock in on their own software.
Why are they surprised then that when they change 'what people know' i.e. the familiar interface and introduce file format worries that people don't want it.